Aviation Call Centre GAP Analysis

Transform the way your airline engages with passengers and manages operational disruptions with Amach Software’s Aviation Call Centre GAP Analysis. This specialised consultancy service is designed to help airlines or airports identify inefficiencies across their call centre operations, benchmark current performance against industry best practices, and implement forward-thinking strategies powered by Amazon Connect.

Drawing on our deep experience in aviation and cloud-based contact centre solutions, Amach’s GAP Analysis service delivers actionable insights to elevate your passenger experience, reduce operational costs, and optimise every interaction—especially during irregular operations (IROPs).

Amach’s Aviation Call Centre GAP Analysis is a comprehensive consultancy engagement focused on bridging the gap between your current and ideal operational models. Our approach combines expert analysis with cloud-native technologies to create a streamlined, digitally enabled call centre ecosystem.

• Current vs Target Operating Process (COP vs TOP): We map your existing call centre workflows and compare them against optimal future-state processes.

• Stakeholder Engagement: In-depth interviews with your operations, customer service, and IT teams.

• System Audits & Process Mapping: Technical assessment of your contact centre infrastructure and end-to-end workflow analysis.

• Data-Driven Insights: Review of real-time and historical performance metrics to inform practical improvement strategies.

• Disconnected and outdated legacy systems

• Manual workflows causing slow resolution and poor service

• High operational costs and inefficiencies

• Inconsistent customer experiences across channels

• Limited visibility and reporting capabilities

By partnering with Amach, your airline or airport can expect:

• Up to 95% reduction in voice touchpoints

• 27% faster average handling time

• 90% reduction in call abandonment rates

• Omni-channel service delivery via voice, chat, messaging, and IVR

• AI-driven communication for real-time passenger updates

• Dynamic, proactive engagement during disruptions

• Unified agent workspace with step-by-step workflows

• Real-time knowledge base and AI assist tools

• Faster case resolution with reduced training overhead

• Built on Amazon Connect, a cloud-native platform

• Easily configurable with modern APIs and SDKs

• Secure, reliable infrastructure ready for global deployment

Our GAP Analysis doesn’t end with a report. We provide a phased roadmap aligned to your transformation goals:

• Short-Term (0–3 Months): Implement chatbots, optimise existing workflows, improve response time

• Medium-Term (3–6 Months): Introduce automation in rebooking and communication

• Long-Term (6+ Months): Full-scale operational transformation through AI and scalable architecture

Amach is a trusted AWS Partner and airline industry expert with a proven track record of transforming aviation call centres. As demonstrated with Aer Lingus, our solutions can increase accessibility by over 50%, streamline queues, and enhance agent productivity—delivering measurable improvements in service and passenger satisfaction.

We combine strategic insight, technical excellence, and aviation know-how to deliver transformation that lasts.

Empower your airline’s future. Let’s bridge the gap between today’s limitations and tomorrow’s passenger-first experiences.

Please contact our Sales Team for more information:  sales@amach.com