Streamlining operations with a unified, AI powered platform to elevate CX

The challenge

A major global airline needed to modernize customer service operations, reduce fragmentation across tools, and deliver elevated support — especially for elite loyalty customers who expect premium, personalized experiences.

Key pain points included:

• Fragmented agent workflows across multiple systems
• Limited visibility into customer interactions
• Manual processes delaying case resolution
• Difficulty delivering differentiated service for elite loyalty customers
• A need to consolidate technology investments within the Microsoft ecosystem

The solution

TTEC Digital partnered closely with the airline to design and implement a comprehensive Microsoft based CX transformation, including:

Microsoft Cloud & AI platform

• Dynamics 365 Customer Service for a single view of the customer
• Microsoft Azure powering predictive analytics and intelligent automation
• Microsoft Copilot for guided resolutions, knowledge surfacing, and rapid onboarding

Unified systems, data, and predictive analytics

• Implemented InteractionSync to provide a unified view of interactions between Amazon Connect and Microsoft Dynamics 365
• Consolidated service data for a 360° customer view
• Predictive models to anticipate traveler needs
• Automation to eliminate manual tasks and speed resolution

Experience-led design and change management

• Combined UX design with organizational change management to drive adoption
• Early employee engagement to identify pain points and desired features, ensuring that the resulting tools were aligned with user needs
• Bespoke adoption strategy for agents, supervisors, and leadership
• Dedicated executive alignment and technical validation
• Close collaboration with Microsoft and client’s existing UX team throughout delivery

The result

The AI powered platform is designed to support several thousand agents across the airline’s global service network. Early projections show powerful business impacts:

• 30% reduction in case handling time
• Significantly shorter onboarding and training cycles
• Improved employee satisfaction and lower turnover
• Higher customer satisfaction and loyalty

By combining the power of Microsoft Cloud and AI with TTEC Digital’s CX design and implementation expertise, the airline created a smarter contact center that empowers agents and improves the traveler experience.

"Contact center agents can’t answer a call without logging into the tool you're building for them. When that experience improves, everything else follows. Reduced onboarding and training time, lower agent turnover because they have a better tool, happier employees who deliver better service, and ultimately happier customers. It’s a ripple effect that drives all the right metrics." -Ross Lotharius, Global Microsoft Practice Lead, TTEC Digital