SITA application for Lufthansa service centre communications

Written by: Alwyn Brice |
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Lufthansa InTouch, which is responsible for managing customer service across the Lufthansa Group, has again selected SITA to manage its service centre communication network and key infrastructure elements.

This facility ensures that more than 11m customers are connected to service agents every year.

SITA, a long-standing partner to Lufthansa InTouch, will continue to manage and maintain its service centre communication network and key infrastructure to meet the airline group’s constantly evolving needs. SITA supports more than 500 local numbers in more than 90 markets, delivering traffic via a global IP network across seven service centres that are managed by a team of over 2,000 staff.

The service provided by SITA has transformed how customer calls to Lufthansa Group airlines are handled. A close integration between SITA’s global voice network and Lufthansa InTouch’s Genesys contact centre platform ensures that a caller, regardless of their location, is automatically and directly routed to a consultant best equipped to meet their specific requirements. These calls are allocated according to the routing policies defined by Lufthansa InTouch on its Genesys platform.

Through this optimisation, Lufthansa InTouch has benefited from savings in transmission costs of up to 20% as well as significantly improved call quality, notably by eliminating the forwarding of calls between sites.

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