Dublin Airport - Success Story
Video Interview
Suzanne McKenna - IT Solutions Manager
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Dublin Airport (DAA) is Ireland's largest airport, managing in excess of 60,000 passengers per day, rising to more than 80,000 during peak times.
DAA recognised the need within their call centre for the high demand for information during peak times, however, the call centre operatives coped well during the quieter times. Expanding capacity was not a financially viable option for them so they looked for a solution that provided excellent customer service, was easy to deploy and use, reliable and could work effectively with their existing phone system.
Salmat implemented the VeQuery solution for DAA that enabled customers to interact naturally with the automated system to establish real-time flight arrival and departure times.
Customers can now receive the information that they need, without having to speak to a live operator.
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Did You Know?
47% of those interviewed in a recent study were uncomfortable providing personal details over the phone to a call centre representative.