The Oxygen8 Group has announced that it will be working with Edinburgh Airport, one of the busiest airports in the UK, to support staff with their inbound voice communications.
Oxygen8 will be implementing its leading call handling solution, Direct Control Voice, which will allow the airport to manage and measure its call activity, which averages half a million minutes a year. Edinburgh Airport wanted to improve response times and eliminate the inflexible nature of its Interactive Voice Response (IVR) system. Introducing Direct Control Voice provides the airport with a more effective and timely way to make changes to its own IVR and call handling services.
Edinburgh Airport was particularly impressed with the solution’s capacity to allow it to make immediate changes to call routing and call flow management. This capability provides the airport with more control when communicating airport notifications, flight cancellations and poor weather alerts via IVR. In the instance of website downtime the solution will provide an effective continual flow of communication with customers, allowing the airport to respond to changes quickly.
James Harrison, UK Country Manager of Oxygen8 Group commented: “We are delighted to be working with Edinburgh Airport as Direct Control Voice will offer massive value to them during times of disruption. By providing scope, flexibility, detailed reporting and anywhere, anytime accessibility to make changes to updates and recordings, the airport will have peace of mind that it will be able to provide a consistent flow of communication at all times.”