Case Study: Alaska Airlines improves call center outcomes with Quantum Metric

Alaska Airlines streamlines the contact center with real-time observability

Alaska Airlines wanted a faster, more reliable way to identify and resolve website and customer service issues across its call center, helpdesk, engineering, and design teams. The airline began using Quantum Metric to help reproduce defects and confirm which issues truly needed to stay in the backlog.

With Quantum Metric, Alaska Airlines equipped more than 60 users to look up customer sessions, replay friction points, and pass tickets with direct links to the exact moment of failure. This reduced call center, helpdesk, and engineering time, while also improving the employee experience on internal tools; agents no longer had to rely on lengthy explanations, and engineers could quickly inspect replays and API calls to resolve defects faster.

Alaska Airlines

Jessi Lewis

eCommerce Manager, Technical Product