Back to Regional e-Newsletter LAC H1 2009

Interview: Wilson Maciel Ramos

Wilson Maciel RamosWilson Maciel Ramos
IT & Planning Vice President, GOL

 

 

What are the main International Toll Free Services (ITFS) functionalities for GOL?
WMR: GOL has saved infrastructure costs with ITFS as it allows that all calls originated by GOL customers, in 10 different countries, are answered in our contact center in Brazil. Contact center connection can be a VOIP (Voice Over IP) link or PSTN (Public Switched Telephone Network). VOIP termination has a contingency option through PSTN as well.

What are the main commercial advantages of this solution?
WMR: There are no infrastructure costs outside the country and the rates are charged according to the utilization per second and not per minute. Having only one provider to serve several countries, facilitates service management. In addition, GOL is currently evaluating a new service option which will enable GOL to receive credit for all local costs in remote countries.

We would like to know if GOL has plans to implement audio conference and the main benefits that the airline will take from this solution.
WMR: Indeed we are analyzing this opportunity, however there the case study is not yet finalized. The main benefits would be more efficiency on communication of information between company unities, specially the critical ones - which are not centralized. This solution will be highly used in training - associated with WEBEX, and in promoting specific campaigns (with tourist agents and operators, press etc).

Regarding the "ON/OFF" solution, what was the main decision factor for implementation?
WMR: Undoubtedly, cost reduction. Rates are more competitive than the regular ones through PSTN and SITA charges per second used.

Can you please specify which are the main functionalities and advantages of this solution?
WMR: There is no obligation of SITA usage to traffic profile. GOL may, for example, choose best rate countries without working with other suppliers. As I just mentioned, charges are according usage time (minimum 20 seconds per call) and other industry players (agents, operators, representatives, associated companies etc) using the same Voice solution (Voice Exchange) may connect with GOL with zero cost. The voice traffic can pass through Internet.

How do you see voice solution evolution usage in GOL and SITA partnership?
WMR: SITA is an important air industry provider and its solutions offered are robust and we can trust them. Those solutions have been growing as new concepts and practices are being adopted in the marketplace. Therefore, we believe that this partnership is very important to GOL results.

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