Infoline implements multimedia enabled communication centre for Oman Airport
MUSCAT: Infoline has successfully implemented and commissioned multimedia communication centre solution for Oman Airport Management Company (OAMC).
To further continue its commitment to be amongst the top 20 airports in the world, and ensure world class customer service coupled with seamless passenger experience, OAMC launched multimedia enabled communication centre last month (24351234) in partnership with Infoline.
Infoline was selected after a rigorous selection process and was awarded the contract to set up, train and launch 24x7 communication centre to meet passenger needs at the new international airport. This communication centre located at Infoline head office is staffed and trained with 100% Omani national manpower, which works round the clock and is tasked with the responsibility of providing customer information to passengers, using multiple channels across voice and nonvoice. Support from this centre is provided across multiple shifts and is capable to answer calls 24x7, 365 days a year in Arabic and English language.
Smart Service Desk (Case Management Solution) has also been implemented by expert technical and functional service management consultants from Infoline. Service desk keeps a complete record of all calls received along with audit trail and action was taken by front line and back office staff of OAMC. The solution is cloud-hosted and can be accessed via desktops, mobile or tabs. More than 25 system reports and the dashboard is made available to OAMC management team to get real-time information on service
Infoline was selected after a rigorous selection process and was awarded the contract to set up, train and launch 24x7 communication centre to meet passenger needs at the new international airport
level achieved by communication centre including a detailed historical report to assess performance over the selected period.
The communication centre will act as a primary point of contact to provide support in handling enquiries, compliments and complaints received for flight information, lost & found, car park, taxi, car rental, hotel & lounge services, security requirements (customs, visa & immigration), directions (maps, routes & parking levels, etc.) and airport facilities & services.
As the Sultanate marches towards achieving digital society vision of His Majesty Sultan Qaboos bin Said, communication centre solution implemented by Infoline will meet multi-channel customer service needs of OAMC for years to come.
Infoline is the leading outsourcing IT services & business process outsourcing company in Sultanate of Oman, consistently achieving and exceeding Omanisation target by generating jobs for citizens since its inception in 2003 and servicing more than 50,000 transactions daily on behalf of its clients.