Case Study: Lufthansa Global Telesales (GTS) achieves global contact-center consolidation and cost savings with SITA Contact Center Advanced Services

Worldwide Contact Center Consolidation and Optimization

Lufthansa Global Telesales (GTS), a call‑center operation serving a major European carrier and alliance network, needed to restructure its global contact‑center infrastructure and optimize traffic patterns to achieve better operational efficiency, tighter cost control and an improved customer experience. GTS engaged SITA and leveraged SITA Contact Center Advanced Services, including global call collection and premium‑rate number (PRN) services integrated with Avaya‑Genesys systems, to address these challenges.

SITA implemented a turnkey solution: global call collection (PRN), integration of the SITA/Orange network with GTS’s Avaya‑Genesys contact‑center infrastructure, PSTN and intra‑site network renovation, Avaya upgrades, voice‑enabled IP VPN/VoIP and managed LAN/firewalls. As a result SITA delivered a single point of procurement and accountability for worldwide call collect, greater routing agility, infrastructure cost optimization through scale, increased agent productivity, and measurable customer experience improvements in voice quality and shorter wait times.

Lufthansa Global Telesales (GTS)