Baghad, Iraq: Iraqi Airways partnered with Wavetec to enhance customer experiences and eliminate customer queues through installation of advanced customer journey management technologies at its four main customer contact centers in Iraq.

Iraqi Airways is the national carrier of Iraq, headquartered on the grounds of Baghdad International Airport in Baghdad. One of the oldest airlines in the Middle East, Iraqi Airways operates domestic and regional service in the country.

Wavetec deployed a complete enterprise queuing solution at the national carrier’s contact centers based on its ultimate service area design philosophy – Wavesphere, which presents a holistic approach to improving customer experience by strategically organizing service areas, engaging customers, and effectively measuring customer experiences.

Wavetec’s advanced queuing system that helps to streamline customer journey was installed at four contact centers in a week’s time. When customers visit the center, they take a service ticket from Wavetec’s ticket dispensing kiosk and wait in the waiting area for their turn. Counter displays are also installed at all the serving counters enabling the customers to check which tickets are being served.

The solution comprises of Wavetec’s 4K Digital Signage Player that enables the Iraqi Airways’ management to effectively manage, schedule and distribute digital signage content to the displays installed at the different centers. Digital signage shows queue status, promotional offers, and discounts on air fares, certain destinations and travel baggage. The digital signage is also integrated with the queue management system allowing the screens to show the queuing status at the centers.

The solution was done with the exclusive support and cooperation of Wavetec’s premier distribution partner – Al Sharher. The management of the airline is quite pleased with the enterprise solution, and has been witnessing better managed and organized service areas since the installation of the system seven months back.  The queue management system has effectively reduced waiting times at the contact centers that are visited by hundreds of customers weekly.

A similar solution has been supplied and installed at Emirates Airlines’ office in Baghdad and Erbil and is recognized as a turnkey advanced solution for the Airlines sector.