Delta Air Lines Moves to the Cloud with Calabrio Teleopti WFM - Calabrio

AT A GLANCE:

COMPANY: Delta Air Lines

INDUSTRY: Travel Services

PRODUCTS USED: Calabrio Teleopti WFM

THE CHALLENGE:

Delta Air Lines needed a workforce management solution to handle complex operations that “followed the sun” to capture its Asia Pacific operations while maintaining ease of use and adaptability.

THE SOLUTION:

Delta Air Lines selected Teleopti’s cloud-based Advanced WFM package with features like including real-time monitoring and adaptivity in order to strengthen operational excellence. This new, quick-action tool allows for easy schedule modifications across the globe and easy skill re-routing.

Delta Air Lines Moves to the Cloud with Calabrio Teleopti WFM

CASE STUDY: Delta Air Lines

As a long-time customer of Teleopti, Delta Air Lines sought their trusted advice to move from their current premise-based WFM  solution to the cloud hosted by Microsoft Azure.

OVERVIEW

As a specialized travel agency support center under the global sales division, Delta Air Lines operates a 24/7 global sales support center with over 220 employees in six countries and 40 to 50 skills. This always-on, complex business requires real-time flexibility and advanced forecasting capabilities in order to achieve business continuity and meet the needs of their customers.
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Key requirements

Delta Air Lines needed a workforce management solution to handle complex operations that “followed the sun” to capture its Asia Pacific operations while maintaining ease of use and adaptability. Due to unpredictable weather patterns, call volumes could change at a moment’s notice and affect the speed and service level performance. Furthermore, providing global support meant multiple work rules based on skill and language requiring quick, intelligent action in a real-time environment. Of the highest importance in a competitive environment, a need arose for Delta Air Lines to seek a solution that worked hand-in-hand with their current ACD system and increase speed and flexibility of planning and operations.

Choosing Teleopti

Delta Air Lines selected Calabrio Teleopti’s cloud-based Advanced WFM package with features like including real-time monitoring and adaptivity in order to strengthen operational excellence. This new, quick-action tool allows for easy schedule modifications across the globe and easy skill re-routing. The strong relationship with the Teleopti team, plus the outstanding support and continuous strive for improvement led Delta Air Lines to begin the migration to the cloud with ease. Additionally, with wider organization being supported by Microsoft Azure, key stakeholders were convinced they had selected the right cloud WFM technology.

THE SOLUTION

Delta Air Lines looks forward to the future, where efficient integration between solutions will provide better insight and reporting. Additionally, they anticipate the benefits of automation and quick feature release that comes with their Teleopti WFM cloud solution. As business grows, Delta Air Lines has confidence that adding new employees, as well as opening new locations, will be done with speed and ease. Moving to the cloud has solved a growing need within their service center for high functionality around the clock, quick responsiveness and adaptivity to changing service volumes, and expansion.

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