United Airlines’ passenger experience soars
United Airlines collaborated with Cisco Services to build, launch and manage Agent on Demand to quickly assist customers with day of travel issues, greatly enhancing the customer experience.
Story Highlights
Challenges
- ·Accelerate customer service during flight cancellations or delays
- Ease the load on employees during unforeseen irregular operations
- The need for a comprehensive view across the IT ecosystem
Solutions
- Cisco Services
- Cisco Lifecyle Services Solution Support for Collaboration
- Cisco Webex
- Cisco AppDynamics
- Cisco ThousandEyes
Results
- Passengers have quick and easy access to an agent through Agent on Demand
- Real-time insights enable proactive action to avoid system downtime
- Automation improves productivity and creates a more secure, resilient network
The Story
“Cisco CX helped us in the AOD (Agent on Demand) instance. They helped us put together the whole support model, the documentation, the governance model in the support for AOD.”
Dan Field, Director of Platform and Network Engineering, United Airlines.
Industry: Transportation
Company size: 103,200 employees
Location: Chicago, Illinois
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