American Airlines

American Airlines, American Eagle and American Connection serve 250 cities in 40 countries with an average of more than 3,400 daily flights. The combined network fleet numbers more than 900 aircraft. American’s Web site, AA.com, provides users with access to check and book fares, in addition to personalized news, information and travel offers. In support of this, the company’s nearly 4,000 U.S. Reservations Representatives handle approximately 40 million inbound and outbound customer support calls per year.

Click here to download a case study highlighting the benefits American Airlines derived from NICE Solutions

An interview with Janet Pawlowski, Senior Business Analyst for American Airlines

Video Excerpts

• Introduction
• Improving Agent Coaching 
• Choosing NICE Systems 
• The Customer Experience
• Ad Hoc Categories
• Revenue Growth
• Business Consulting Services 
• Business Results
• Evaluation of NICE

Industry: Transportation
Company Website: www.aa.com
Location of Contact Center: 3 sites – Fort Worth, TX; Tucson, AZ; Cary, NC
Number of Agents: 4,000
NICE Solution(s): Workforce Management, Interaction Management (Recording), Quality Management, Interaction Analytics