The background

South West Communications Group helps Japan Airlines seamlessly move its London contact centre across the city.

Japan Airlines (JAL) is the largest airline operator in Asia with more than 17,000 employees and has the largest fleet of Boeing 747s in the world. Although the company is based in Tokyo, JAL’s European, African and Middle Eastern headquarters is based in London.

The challenge

JAL was relocating its London headquarters across the city and it needed to ensure there would be no downtime during the transfer so decided to replace its entire telephone system. The airline needed to install a system that could cope with the huge variety of languages used by its callers and route them to the most appropriate agent, so that if a customer rang the contact centre from France for example, they would be routed to an agent that spoke fluent French as well as Japanese.

Japan Airlines also needed to prioritise its first, business and economy class customers while also offering the option to process emails in the same queuing system. Real-time monitoring of calls was required as well as the implementation of call recording for training and monitoring purposes.

The contact centre would also be used for customers who wanted to check on the status of their Japan Airline Mileage Bank.

Lastly, JAL wanted to protect themselves in the face of disaster or a security threat given their central location.

The solution

Following a formal tender process, South West Communications Group was awarded the contract and provided an Alcatel-Lucent OmniPCX Enterprise telephone system with a 50-agent OmniTouch Premium Edition Contact Centre as part of a single solution that provided the following:

• Voice over Internet protocol (VoIP) telephony solution
• Auto-attendant and Interactive voice response (IVR)
• Automatic call distribution (ACD)
• Voicemail with email integration
• Call recording
• Disaster recovery with a fully equipped DR telephone system at Heathrow
• Ongoing support 7 days a week

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