Continental Picks AT&T for Call Center Services

Share this article:
Continental Airlines awarded a $15 million contract to AT&T to provide toll-free services and call center systems for the airline's inbound call center operations, AT&T announced yesterday.

Continental will use AT&T Toll Free Services to support its three U.S.-based contact centers, AT&T said. In addition to toll-free support, the service includes AT&T Resource Manager and AT&T Intelligent Call Processing, which automatically route calls to the best available resource.

AT&T's routing system recognizes repeat callers and gives contact agents immediate access to customer records. Also, AT&T will provide Continental with frame relay and private lines services.

The contact centers employ "thousands" of agents, according to AT&T. They provide Continental customers with flight reservations, seat assignments and customer support including flight arrival and departure checks.

Share this article:
You must be a registered member of Direct Marketing News to post a comment.

Sign up to our newsletters

Follow us on Twitter @dmnews

Latest Jobs:

More in News

Customer Centricity Is Spurring Marketing-Tech Investments

Customer Centricity Is Spurring Marketing-Tech Investments

A majority of marketers rank customer satisfaction improvements as paramount in the technology investment decisions.

Big, Bold Moves in the C-Suite

Big, Bold Moves in the C-Suite ...

JCPenney appoints Home Depot's Marvin Ellison as CEO; Harte Hanks and JWT add hitting power to their C-level benches

Campaign Comes to the States

Campaign Comes to the States

DMN's UK-based sister publication launches Campaign US