Universal Air has built its reputation as a airline by prioritizing affordability, comfort, and world-class customer service. Setting high standards, the airline constantly raises the bar, ensuring passengers experience reliability and excellence at every stage of their journey.
When Universal Air was looking for its customer contact solution, it sought a solution to meet its exceptional standards and align with its forward-thinking vision. Enter CC4Teams: an omni-channel platform certified by Microsoft and ISO27001, designed to support the airline’s mission of delivering seamless and reliable communication
Taking Off with Voice
Universal Air first introduced CC4Teams to revolutionize their voice communications, seamlessly integrating Teams Calling Plans with the platform. The implementation was remarkably smooth, and Universal Air described it as the smoothest IT project they’d ever implemented, thus far. In just 1.5 weeks, the platform was fully operational, requiring only one hour of remote training to empower its team to deliver exceptional service from day one.
“The implementation of CC4Teams was the smoothest IT project we’ve ever experienced so far. Starting with voice and adding WhatsApp, we’re taking customer service to new heights—just as our passengers expect. CC4Teams helps us deliver the same level of reliability and excellence we’re known for, ensuring every interaction reflects our commitment to quality.”
Shaun Mcarthy, Vice President of IT, Universal Air
Expanding to WhatsApp and Email
Having achieved success with voice services, Universal Air is expanding its customer contact channels by adding WhatsApp and Email through CC4Teams’ Omni-Channel capabilities. This step reflects Universal Air’s commitment to meeting passengers on their preferred platforms, enhancing accessibility, and offering personalized service with every interaction.
Excellence in service and operations
Since adopting CC4Teams, Universal Air has taken its already exceptional customer service to greater heights by:
- Streamlining communications, improving the experience for both customers and employees.
- Empowering employees with intuitive, reliable tools that align with their focus on excellence.
- Optimizing operations with the self-service admin center, allowing them to create queues and flows in-house while reducing external support costs.
- Scaling flexibility to meet the demands of their growing business, which now includes exciting new routes to Rimini, Santorini, and Réunion.
“Universal Air’s dedication to exceptional service mirrors our own commitment to providing innovative, reliable solutions. By starting with voice and expanding to WhatsApp through CC4Teams’ omni-channel capabilities, they’re setting a new standard for customer contact in the aviation industry. Aside to this, they are just a great team to work with!”
Arjan van den Berg, Business Development Director, CC4Teams
A vision for future-proof Customer Contact
At Universal Air, exceptional service is non-negotiable, and that philosophy extends to its partners. By choosing CC4Teams, Universal Air has found a future-proof solution that complements its mission to redefine the flying experience. From resolving telephony challenges to unlocking new opportunities like WhatsApp and Email integration, CC4Teams empowers Universal Air to focus on what it does best: delivering delightful travel experiences.
Whether you’re booking a flight, seeking assistance, or exploring one of its exciting new destinations, Universal Air ensures every interaction reflects its promise of affordability, comfort, and reliability.
A Shared commitment to Customer Delight
Universal Air’s dedication to making flying enjoyable again—combining comfort, affordability, and exceptional service—aligns perfectly with CC4Teams’ mission to simplify and enhance customer communication.
Together, Universal Air and CC4Teams prove that the sky is no limit when technology meets unwavering service standards.
Universal Air
Whether you’re dreaming of exotic beaches or exciting adventures, Universal Air is ready to take you there—backed by technology that’s as reliable and forward-thinking as our service.
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