Istanbul Airport, the city’s new international hub, which is expected to be the the largest airport in the world, officially opened in April 2019. With an area of 818 million square feet, Istanbul Airport is planning to serve 200 million passengers a year and handling more than 200 flights on a daily basis.
The sheer size of Istanbul New Airport and the enormous number of passengers that it serves required a new reimagined approach to customer service. To digitize airport processes, facilitate customer service and provide assistance to clients with special needs, the management decided to implement self-service video kiosks and information panels across the building. The new system had to be designed for the passengers who required immediate assistance in purchasing tickets, viewing flight schedule, or simply finding their way around the airport.
To ensure flawless audio and video communication and a truly engaging travel experience, Istanbul Airport utilized TrueConf SDK for Windows. The click-to-call solution was integrated into Artech self-service interactive kiosks manufactured by Cizgi, a leading Turkish IT systems provider.
TrueConf ’s solution supports a complex queueing algorithm that directs calls to an available call agent, reducing wait time and keeping customer happy. Operators can offer immediate video assistance to their customers and improve the user experience by providing visual cues thanks to content sharing support. With TrueConf, airport travellers enjoy video calls and conferences in Full HD resolution, while all communication sessions run in local network and are safely recorded on the server for further reference and operator assessment.
Self-service kiosks powered by TrueConf dramatically lowered the cost basis for the Istanbul Airport versus traditional customer service model while maintaining excellent quality of experience. Video chat kiosks drives ROI, cut waiting time and increase customer satisfaction.
“The greatest thing about TrueConf is that it worked perfectly right off-the-shelf,” says Mehmet Berk, Sales Marketing and Operations Director at Cizgi, interactive kiosk system provider. “Their products proved both reliable and user-friendly”.
“TrueConf is proud to bring personalized customer journeys for the passengers of the world’s biggest airport”, says Dmitry Odintsov, Chief Executive Officer at TrueConf. “Video conferencing technology helps eliminate common client service problems, boosts customer satisfaction and drives business value”.
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