Virgin Atlantic Airways

Virgin Atlantic Airways (VAA) operates long-haul routes between the United Kingdom and North

America, the Caribbean, Africa, the Middle East, Asia, and Australia. The company services

customers via four contact centres in the United Kingdom and the United States, as well as via two

service providers in India and the United States. Together they handle more than 2 million sales and

service calls each year.

These contact centres have been leveraging Aspect solutions since 1994 when VAA first

implemented Aspect

®

CallCenter

®

ACD to route customer calls to VAA agents based on the priorities

set by management. Other VAA departments also use the product. If an employee calls to speak to

a human resource or staff travel representative, for example, their call is directed to the first available

agent within those departments. In addition, the company's cargo department at Heathrow Airport

uses one of the VAA Aspect CallCenter ACDs for telephony services.

In 1995, VAA implemented Aspect

®

eWorkforce Management™

to enable the contact centre to meet

its resource planning, forecasting and scheduling goals.

The Company

Virgin Atlantic Airways (VAA) operates long-haul routes between the United Kingdom and North

America, the Caribbean, Africa, the Middle East, Asia, and Australia. The company services

customers via four contact centres in the United Kingdom and the United States, as well as via two

service providers in India and the United States. Together they handle more than 2 million sales and

service calls each year.

These contact centres have been leveraging Aspect solutions since 1994 when VAA first

implemented Aspect

®

CallCenter

®

ACD to route customer calls to VAA agents based on the priorities

set by management. Other VAA departments also use the product. If an employee calls to speak to

a human resource or staff travel representative, for example, their call is directed to the first available

agent within those departments. In addition, the company's cargo department at Heathrow Airport

uses one of the VAA Aspect CallCenter ACDs for telephony services.

In 1995, VAA implemented Aspect

®

eWorkforce Management™