Japan Airlines has deployed, has deployed Alcatel-Lucent's IP telephony and contact center solutions within a new European contact center.

The new contact center is responsible for Japan Airlines' Reservations, Ticketing and Frequent Flyer departments globally. The deployment features Alcatel-Lucent's OmniTouch Contact Center Premium Edition solution, specifically designed to ease the management burden on mid-sized contact centers and provide the same multimedia capabilities as larger organisations.

Japan Airlines' new contact center can handle incoming calls from 15 European countries in six languages - Japanese, English, Italian, German, French and Spanish. It also provides language skills-based call routing - ensuring local service provision for callers - and email integration, so that all incoming emails are automatically routed to the relevant department and personnel.