Southwest Airlines
Southwest Airlines, U.S.’s largest domestic carrier.
Situation: Southwest needed to reach customers quickly when flights are cancelled. Agents scrambled to contact affected travelers through manual outbound dialing, yet struggled to reach everyone.
Solution: Incorporate interactive voice communications that provide customers with timely flight information on a moment’s notice.
Results: Southwest improved customer service by notifying passengers well in advance of flight cancellations. Other results include:
- Passengers on any flight can be contacted within seconds
- Complete integration with SWA’s multiple contact centers
- Contact center productivity is lifted
See Southwest Airlines Case Study >>