Case Study: Caribbean Airlines improves contact center performance with AVOXI

Caribbean Airlines Finds Contact Center Paradise with AVOXI’s Global Communications Platform

Caribbean Airlines, a major carrier in the Caribbean and the Americas, faced significant challenges with its outdated on-premise phone system. The legacy infrastructure was struggling to handle their volume of international calls and was burdened by high administrative and maintenance costs, which negatively impacted company profitability. The airline sought to modernize its customer experience by finding a path to the cloud and partnered with AVOXI for their global communications platform.

AVOXI implemented its reliable cloud-based contact center software for Caribbean Airlines, which included advanced features like a tailored Interactive Voice Response (IVR) system for flight status. This solution provided increased uptime, superior call quality, and intelligent routing. The results included a reduced total cost of ownership, automated processes that freed up agent time, and a vastly improved overall client experience. Caribbean Airlines has relied on AVOXI's solution for over a decade to effectively manage its global operations and connect with customers.

Caribbean

Ricky Singh

Sr. Manager Telecommunications