Continental Airlines Broadens eQuality Deployment with Speech Analytics Capability

ATLANTA - Continental Airlines announced that it is deploying Witness Systems' speech analytics solution in Continental's Tampa, Florida-based reservation center.  Continental will use eQuality® CallMiner - which is jointly developed with CallMiner, Inc. to automate call segmentation and aid in the allocation of reservation center resources.

The airline, which employs more than 900 customer service representatives in its Tampa center, classifies customer calls into more than 50 categories for analysis, including sales calls, flight information, seat assignments, reconfirmations and OnePass reward redemption.  Using eQuality CallMiner, Continental has been able to reduce the costs associated with compiling its "Call Mix Survey"- a system that collects and tabulates detailed information on incoming calls at the company's reservation center - by automating the process. 

eQuality CallMiner - which leverages speech analytics technology, data-mining and trend-minding capabilities for analyzing customer interaction content - enables Continental to categorize customer interactions by call type, as well as provide metrics about which customers call the reservation center and why.  This call classification process assists the airline with decisions about which calls to direct to its Internet, self-service or automated speech system channel. 

"eQuality CallMiner provides us with more context and intelligence from a speech analytics perspective, enabling us to better leverage the customer data and feedback we already capture in order to make more informed decisions," said Andre Harris, director of reservations training and quality for Continental Airlines.  "In the past, we completed monthly Call Mix Surveys, but now we can review the data daily, which gives us more real-time insight into what's happening in our business and better enables us to focus on service excellence."