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.