Lucent To Support United Airlines Reservation Centers - InformationWeek

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Lucent To Support United Airlines Reservation Centers

Lucent Technologies Inc. will provide support for UnitedAirlines' 17 reservation centers, 4,900 reservationsrepresentatives, and 686 voice mailboxes under a three-year$21 million contract, Lucent said yesterday.

Lucent will manage the systems and software for United'sreservation centers, including Lucent's CentreVuCustomer Care Solutions, Definity Enterprise CommunicationsServers, and Intuity Audix messaging systems. Lucent alsowill install Definity and Intuity Audix systems at some callcenters while upgrading the equipment at others.

As part of the agreement, Lucent will provide United withremote monitoring and software administration, billingcoordination, trouble-ticket management, custom billing,inventory management, and professional services, includingcall-flow design and agent training.

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