Case Study: Air Canada achieves a seamless contact center migration with SIMUL8

Air Canada completes contact center migration in 3 months with SIMUL8

Air Canada faced a significant challenge when migrating its four separate contact center systems to a new centralized telephony platform, AWS Connect. An initial attempt to migrate its loyalty program line led to major service issues, with many customer calls going unanswered and resulting in negative media coverage. The airline needed a solution to ensure a smooth and risk-free migration for the remaining, higher-volume lines and turned to the vendor SIMUL8 for assistance.

SIMUL8 consultants built a simulation-powered digital twin to accurately replicate the new call routing environment. This allowed Air Canada to test and optimize the system's configuration in a safe digital space before implementation. The solution enabled a seamless, accelerated migration completed ahead of schedule, resulting in zero customer complaints for the subsequent phases and providing the ability to forecast and plan for major events.

Air Canada