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IVR Featured Article

Qatar Airways Using Self Service IVR to Improve the Customer Experience

August 26, 2014

Nowadays, one can conveniently book and pay for a flight online; compared to when it was necessary to actually visit a ticket sales office or airport to get a ticket issued, this is a definite time-saver. Online airline ticket booking allows travelers to make early reservations with a guaranteed airline seat onboard the aircraft. A booking confirmation is normally sent via email. The complete booking and travel information is stored on the airline’s booking and reservation system; the traveler receives the essential electronic form (e-ticket) that will need to be printed and carried along with the boarding pass and itinerary receipt documents.

This easy ticket booking option for fliers now might have gotten even easier with Qatar Airways that has launched an easy payment option for its customers: an IVR payment gateway. By calling the carrier's state-of-the-art contact center, passengers will now be presented with the option of choosing standard or automated IVR processing, depending on their preference and convenience. As per The Economics Times post at indiatimes.com that covers airline/aviation news, Qatar Airways can now issue tickets thanks to an Interactive Voice Response (IVR) system put in place; it can provide a self-service for fliers and processes secure payments through credit and debit cards.

The company believes that utilizing IVR technology in addition to actual customer representatives to interact with customers fulfills innovation, simplicity and the ability to anticipate caller needs. Qatar Airways IVR system was ultimately designed to help deliver a better customer experience and the system was created with the objective of making the airline stand out from the rest. The Qatar Airways’ IVR system is supposed to deliver a unique travel experience; the airline also offers an online check-in service for passengers, between two and 36 hours before departure through the official website and sends a bar-coded boarding pass directly to the flier.

Qatar Airways Country Manager for India Henry Moses affirms the new IVR payment service is designed for customer convenience and comfort as it offers passengers greater flexibility. The contact center is equipped to handle queries in nearly a dozen languages; in fact, for a contact center that relies heavily on self-service components such as IVR, one language simply is not enough. For Qatar Airways’ passengers, multilingual IVR solutions are a necessity. Since the airline is one of only a handful to fly to all six inhabited continents, serving 144 points worldwide, the major Gulf carrier serving and transporting millions of passengers each year can certainly put to good use the multi-language capabilities of the new IVR system.

As the IVR can provide a service to all customers at the click of a button, it ensures that interactions are executed in a consistent manner, streamlining and improving each customer’s experience.



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