CCD supports the adoption of self-service technology in airports by making it accessible, minimizing queue time, improving the human experience, and reducing passenger stress.

This approach includes examining all touch points in the passenger journey, including pre-travel information, wayfinding and signage information, passenger orientation, queuing formations, customer service staff support, and exit signage.

This work can support better terminal operations. Getting self-service right can improve passenger throughput and reduce the reliance on staff to assist passengers.

The CCD approach to designing and evaluating kiosk interfaces is to focus on the user and the tasks they are completing. A user- and task-based approach produces better interactions. The user will be more satisfied as they have completed their goal and may even have enjoyed the experience.

In addition to these benefits, Airport Kiosk Layout and People Movement:

• Considers the location and layout of terminals from the passengers’ perspective
• Helps optimize the layout to reduce queue time and improve passenger satisfaction
• Improves passenger throughput and reduces need for staff support
• Increases self-service kiosk adoption by ensuring passengers can find and understand them

ASOCS provides electronic outputs to airports, tenants, and air traffic regulatory agencies, as well as the processes for documenting routine inspection items required by regulation and specific airport requirements. The system maintains an online history of each day’s inspections, corrective actions, and follow-ups, and it can find all inspection checklists within a specified time period.

The ASOCS system provides efficient and user-friendly screens to input critical information, such as Annex 14 required inspections. At many airports, ASOCS is the central point of access for use by multiple units, including airport security, law enforcement, operations, and communications. Some efficiencies achieved by these organizational units are:

• Reporting that complies with and supports the Annex 14 certification process.
• Assigning work shifts and recording incidents/events by subject category unique to each airport and division.
• Alerting specified staff and required reading of selected subjects.
• Tracking action documents related to their completion in a timely fashion (notices to airman, work requests, action item memos, etc.).
• Permitting the archiving of all data and subjects, with appropriate retrieval capability.
• Providing electronic output to control towers and flight and weather services by fax or email log information.

The core of ASOCS is the Airport Operations Log, which serves as the central record and legal document of operational activities for the airport. The log stores and maintains critical airport operations data for easy access and reference.

Genaker Cloud PTT provides secure and real-time walkie-talkie type communications at the touch of a button. Users have the choice of consumer and ruggedized smartphones or IP-based two way radios, both of which can be used over existing Wi-Fi and cellular coverage from public or private networks.

Additional features include:

• Centralized management of channel and user configurations
• Communication via multiple simultaneous channels, as well as one-to-one comms
• User status notification, showing who is online and who is speaking
• Configuration on any Android smartphone, including ruggedized models with large battery capacity, dedicated push-to-talk buttons, and loudspeakers
• Certified to operate with professional earpieces, shoulder mics, and vehicle-mounted accessories. Leveraging of existing public IP networks (GPRS, 3G, LTE, Wi-Fi), enabling the solution to be deployed without limitations or the need to invest in infrastructure or hardware
• Advanced dispatching capabilities on a location enabled dispatcher client (PC with Windows) to geo-locate, coordinate, and record mobile users
• Flexible solution with cloud server or server located within customer premises

The Genaker Cloud PTT solution provides a natural evolution from legacy professional mobile radios (PMR), to an interoperable, standard-based solution. By leveraging existing IP networks and facilitating migrations in a gradual, phased approach, the service can be used as an extension of the existing PMR network, effectively extending communications to include users who may be not be able to carry a walkie talkie at all times or who may be located outside of the range of the radio network.

With Dynamic Web Acceleration CDNetworks optimises the middle-mile for a fast and efficient delivery of cacheable and non-cacheable content.

• Deliver optimal web performance at any time, from anywhere, and on any device
• Dramatically improve the performance of APIs
• Cope with expected and unexpected increases in traffic, ensuring fast load times for your users even during peak times
• Offload static content such as images, videos, text and rich content
• Speed up interactive features and dynamic content such as search request and booking systems

• Application layer acceleration:

Caching, compression, load balancing, and SSL offload are all optimized, plus a complete suite of HTTP acceleration technologies.

• Connection management:

Proactive management of the connection between the CDN and servers.

• Advanced Protocol Stack:

The latest advances in TCP research to improve throughput and advanced techniques that reduce packet loss.

• Load and turn reduction:

Aggregates connections through Origin Connection PoPs while reducing the number of unnecessary back-and-forth transfers between the end user and web server.

• SSL offload:

Acts as an efficient front-end processor to manage SSL connections and requests.

KEY FEATURES OF DIGITALMEDIA;

• Access to newspapers and magazines for Web, Apple IoS and Android with a reader that delivers a great digital experience, replicating the physical publication look and feel.
• Access to video content which can be provided by our wide range of providers as well as Airline/Airports own content which can be customised and created into the solution.
• Additional functionality such as general Quiz, Ratings of content, Survey etc.

KEY BENEFITS OF DIGITALMEDIA;

• SITA Digital Media is designed to deliver media content to airlines and airports.
• By partnering with Adaptive Channel, a recognized content and software provider to airlines and airports, SITA offers a competitive content catalogue of international and local newspaper and magazine titles.
• SITA has developed five digital touchpoints* to deliver these media services and leverage Adaptive Channels’ references. SITA combines service delivery expertise as well as hardware and global service support.

* Kiosk, On the Move, App, Lounge & Tablet

SOLUTION SUMMARY

• DigitalMedia is designed specifically for the air transport industry to deliver digital media to passengers leveraging the growing trend for Bring Your Own Device (BYOD)
• Five DigitalMedia touch points designed for specific scenarios: at the gate, in the lounge area and in the cabin
• Proven customer trials with leading airlines and airports.
• Ability to deliver latest software development and media content from a large and international selection of content.
• An established roadmap to deliver features every quarter that are designed to enhance the passenger experience and deliver to the customer increasing ways to improve their service and generate ancillary revenue.

In the digital enterprise, application performance equals business performance. Dynatrace can help you:

• Deliver an outstanding digital experience: Understand how each customer experiences your applications, how performance affects their behavior, and how you can improve conversions as a result.
• Release at the speed of business: Get performance data that development and operations teams can agree and act on – fast.
• Turn your war room into a break room: Proactively spot and solve application performance issues before they become crises.
• Eliminate guesswork: Gap-free data delivers all the facts, all the time.

Dynatrace’s Digital Performance Management solutions include:

The benefits of IMIchat

IMIchat offers easy access and excellent support to passengers wishing to initiate conversations, ultimately leading to a swift resolution and better customer satisfaction, even during times of travel disruption.

• Excellent customer experience: IMIchat ensures a superior customer experience by reducing passenger frustration during periods of disruption, increasing NPS and brand loyalty.
• Optimisation of resources: IMIchat reduces call waiting times, and lengthy queues building at airport information desks by making your contact centre team accessible through one to one mobile messaging.
• Reduced inbound call volumes: reduce inbound calls by over 15%, deflecting costly voice traffic towards cheaper, more convenient digital channels.
• Increased agent productivity: compared to voice calls, contact centre agents can handle 6 times as many queries, managing several customers over several channels at once.

The features of IMIchat

Multi-channel platform: IMIchat supports SMS, Facebook Messenger, Twitter, webchat and e-mail along with support for integration into your CRM such as Salesforce.com

• Centralised queue management: IMIchat significantly boosts productivity, allowing agents to manage multiple cases over multiple channels simultaneously as opposed to a single voice call.
• Single interface: With everything in one interface, multiple customer conversations are easily managed no matter how they contact you, making handover between agents and channels simple and eliminating ‘channel bounce’.
• Conversation history: Threaded chat views with delivery receipts allow agents to access full conversation histories including customer details and flight details.
• Intelligent conversation routing: IMIchat allows you set up teams based on agent skills and knowledge, automatically directing to the agent(s) best equipped to deal with the enquiry.
• Templates: Supervisors can create templates to ensure communication meets your corporate guidelines and tone of voice e.g. using a sympathetic tone for distressed passengers.
• Real time KPI monitoring: Dashboards and alerts let supervisors see unresolved cases, track agent productivity and manage service levels so customers never get lost in the system.
• Automated reporting: Report data generated can be automatically fed into your 3rd party systems, to provide a complete view across your contact centre.
• Easy integration: IMIchat can be used as a standalone application- nothing needs to be installed. It integrates with your existing CRM and CCI systems to ensure customer records are synchronised in real-time. It exposes RESTful https APIs for external systems to create and manage chats, which allows for seamless integration with existing ACD systems, CRM systems or ticking systems.

We have your data center covered!

Curvature offers the industry's most aggressive pricing on critical network and data center hardware maintenance for HPE, Sun, IBM, Dell, Cisco, EMC, and NetApp IT equipment.

Global support coverage

Curvature’s technical expertise and sparing depots reach every corner of the globe. We currently support tens of thousands of networking, server, and storage devices in more than 65 countries worldwide.

24x7 help desk –

one worldwide number to call for critical support Curvature’s world-class help desk is never outsourced and is fully staffed by Curvature professionals around the clock. We can answer your support questions immediately, and in multiple languages.

100% sparing philosophy

Unlike OEMs and other third-party support companies that often deliberately do not stock higher cost spare parts locally, Curvature’s support commitment guarantees 100% transparency and local availability of spare parts for every component under the NetSure Maintenance contract.

Power of stability – technical expertise you can count on

Curvature’s technical team has unmatched experience in data center maintenance and network hardware replacement, and this is evident in both the field and in our back-end operations. The Curvature team provides customers with the added advantages of consistent points-of-contact and a vested commitment to excellence.

Contract management

Curvature offers low-cost, high-level management of your existing support contracts. All your support calls can be logged with our 24x7 help desk, reducing the demand on your internal resources. We will contact your current support provider, make certain that a field engineer is dispatched with parts, and monitor the response to ensure that SLAs are met.

Service level agreement satisfaction

We offer flexible, comprehensive support solutions with an unprecedented focus on quality and customer satisfaction. Our “fix first, ask questions later” policy ensures critical support for non-contracted items.

Online Maintenance Assistance offers:

• Live Video streaming with 2 sources simultaneously (Dual-Video*)
• Audio communication via public phone network**
• Snapshot & Whiteboard
• Text Chat for quick information exchange
• File Management for document sharing
• Remote Control of complex system*
• Encryption of communication

Minimum requirements for operations of OMA are a computer (tablet/laptop) with camera and an internet connection. The video quality is optimized for service and maintenance.

*Only available with Pro license. **Communication costs over phone network not included

OMA is browser-based and required up-to-date Internet browsers (IE11 and above, Chrome, Safari, Mozilla Firefox).

Please contact your admin if you meet any compatibility issues.

How passengers and customers journey through an airport is what they experience. That experience is a result of interactions with staff, digital products, information (through various channels), and architecture and spaces. Getting each touch point to work as a seamless and coherent system is key to determining whether the passenger experience is viewed as positive or negative.

CCD provides an audit service to look at an airport’s current passenger experience and service through journey mapping. The output provides a powerful visualisation of how passengers move through and experience the airport from first to last contact, including all of the touch points on the way. This gives a robust framework to identify the overall experience strategy and understand current weaknesses that should be addressed.

In addition to the solution benefits above, Passenger Experience Audit & Strategy:

• Defines the desired passenger experience
• Understands the passenger journey and how the various touch points need to work together
• Explores the different needs that passengers have
• Has a strategic output that can be used as a playbook for future development projects

Genaker Cloud PTT provides secure and real-time walkie-talkie type communications at the touch of a button. Users have the choice of consumer and ruggedized smartphones or IP-based two way radios, both of which can be used over existing Wi-Fi and cellular coverage from public or private networks.

Additional features include:

• Centralized management of channel and user configurations
• Communication via multiple simultaneous channels, as well as one-to-one comms
• User status notification, showing who is online and who is speaking
• Configuration on any Android smartphone, including ruggedized models with large battery capacity, dedicated push-to-talk buttons, and loudspeakers
• Certified to operate with professional earpieces, shoulder mics, and vehicle-mounted accessories
• Leveraging of existing public IP networks (GPRS, 3G, LTE, Wi-Fi), enabling the solution to be deployed without limitations or the need to invest in infrastructure or hardware
• Advanced dispatching capabilities on a location enabled dispatcher client (PC with Windows) to geo-locate, coordinate, and record mobile users
• Flexible solution with cloud server or server located within customer premises

The Genaker Cloud PTT solution provides a natural evolution from legacy professional mobile radios (PMR), to an interoperable, standard-based solution. By leveraging existing IP networks and facilitating migrations in a gradual, phased approach, the service can be used as an extension of the existing PMR network, effectively extending communications to include users who may be not be able to carry a walkie talkie at all times or who may be located outside of the range of the radio network.

CCD can support the development of the UI from initial concept through testing and evaluation in the field. This work improves the experience of use and thereby enhances customer satisfaction; it can also support effective terminal operations by minimizing transaction time and reducing the need for staff support.

CCD has a toolkit of methods to define the passenger needs, examine use cases, and analyze the various task flows. The focus is on delivering a simple interface that is designed around how the passenger thinks.

In addition to the service benefits above, Self-Service UX:

• Delivers better passenger experience by making the interaction easier and faster
• Improves accessibility of the product to meet inclusive design needs
• Provides support from concept development through testing of products in use
• Includes end user input to the design and testing process

KEY FEATURES OF AIRSIDEAPP;

• Mobile Payment & Retail enables staff to upsell ancillary services on the ground, on the spot, and record data for profiling purposes. Mobile point of sales integration enables the processing of credit card payment.
• Airport Collaboration enables instant messaging (IM) collaboration across various airport-based groups. It facilitates real-time information sharing, supporting situational awareness, as well as emergency and disruption management communications.
• Precision Timing enables staff to record and log time and duration of operational processes, helping track completion of tasks and performance.
• Business Intelligence & Analytics Dashboard displays data collected by SITA AirsideApp and provides a mobile dashboard to supervisors with a consolidated view of events and issues, as well as analytics tools.

SITA AirsideApp is a cloud-based, back-end agnostic solution ready to interface within your existing environment and IT infrastructure.

Our flexible approach to mobile solutions means we can integrate those elements that you need as part of your existing mobile strategy. We can also consult with you and provide full-end-to-end mobile management which minimizes handoff and support issues.

KEY FEATURES OF FIELDSERVICE

• Guaranteed level of quality or activity performed by either direct SITA Field Engineer or accredited service provider.
• Single point of contact for the customer, from proposal to management of the field activity to the billing.
• Agile and customer-oriented approach of End-User Computing Team allows for almost no gap between confirming the scope of activity and actual delivery.
• Site surveys and network site surveys offer end-to-end solutions for monitoring the situation at customer locations as well as an understanding of the current layout. Written, diagrammed, and/or photographed site surveys are readily available.

KEY BENEFITS OF FIELDSERVICE

• Global reach, including airports, town offices, and other customer locations worldwide.
• Single point of contact for the customer, so there is no hassle with managing multiple resources.
• Predictable costs regardless of the scope of the activity.
• More than 60 years of air transport industry (ATI) expertise with a true understanding of our customers’ business and needs.

SOLUTION SUMMARY

• FieldService is designed for the special needs of the ATI: Security, no business disruption, accountability for quality of work, and a truly global footprint.
• The SITA End-User Computing team can provide you with all scales of activity – from a one-time repair to permanent maintenance – anywhere and anytime.
• Ability to deliver repair, maintenance, and deployment activities within 48 business hours.
• An established team of experts in ATI available to help on all your queries.

SITA Mobility Access offers three types of benefits to air transport industry customers:

• End-user satisfaction by providing unlimited usage of enterprise grade Wi-Fi service at a predictable price with easy user experience and global availability.
• Central control (via a web portal) and security allow customers to securely and safely manage their users and have the ability to view and report on usage profiles down to user level.
• Costs control and spending reduction can be achieved as the usage is unlimited (no data or time limits), so customers only pay the agreed monthly fee and don’t have to worry about bill shock from high roaming data usage costs.

SITATEX Online is fully developed in XML using IATA standards and offers connectivity to Type X, Type B, SMTP, X400 and FAX through our SITA messaging gateways. Therefore, SITATEX Online allows you to exchange operational messages with all your business partners (airlines, airports, ground handlers, MRO, service providers etc) through a dedicated mail interface.

Through SKYFORM Online, it also provides forms for MRO (Maintenance, Repair and Overhaul) Supply Chain Messaging that fully conform to the XML schemas described in Chapters 2, 3 and 4 of the ATA Spec 2000 standard. These messages support sourcing, purchasing and invoicing activities. SITA Message Transformation ensures that these modern XML Supply Chain messages can be exchanged not only with XML capable industry trading partners, but also with the numerous trading partners who still use the legacy Type B format.

SITATEX Online provides the following features:

• User-friendly
• An enhanced and intuitive user interface which follows the same standards and flow you would expect from a leading mailbox interface
• Available even when offline
• Accessible from any computer or any location with an internet browser
• Easy to operate and cost-efficient
• Desktop independent - no additional hardware or software installation is needed to enjoy the benefits of SITATEX Online offering you simplified operational maintenance
• A fully hosted service entirely managed by SITA - no need for specialized IT support to get you up and running
• Secure and reliable
• Accessible through an HTTPS URL which ensures that all data and traffic is protected
• Based on a fully redundant architecture

Small Office UC - Unified Communications solutions for globally dispersed offices

Small Office UC - Unified Communications solutions for globally dispersed offices SITA is vendor agnostic and partners with leading technology leaders like Cisco and Microsoft to bring a complete and efficient solution to our customers.

The Small Office UC solutions range from addressing simple corporate telephony needs to leading edge unified communications options that include collaboration tools for calls, online chat, video, and document sharing. SITA provides the full lifecycle of services, including initial requirement assessment, solution design, technical deployment, and operational support services.

SITA’s Small Office UC solutions help customers avoid high maintenance and operation costs of using obsolete legacy telephony systems at globally dispersed offices, and the managed service options lessen the burden of the day-to-day operations of the system to improve focus on core business operations

The CCD approach to designing and evaluating kiosk interfaces is to focus on the user and the tasks they are completing. A user- and task-based approach produces better interactions. The user will be more satisfied as they have completed their goal and may even have enjoyed the experience.

In the digital enterprise, application performance equals business performance. Dynatrace can help you:

• Deliver an outstanding digital experience: Understand how each customer experiences your applications, how performance affects their behavior, and how you can improve conversions as a result.
• Release at the speed of business: Get performance data that development and operations teams can agree and act on – fast.
• Turn your war room into a break room: Proactively spot and solve application performance issues before they become crises.
• Eliminate guesswork: Gap-free data delivers all the facts, all the time.

Dynatrace’s Digital Performance Management solutions include:

CCD’s Wayfinding Design helps airports deliver a better experience by aiding navigation for all users. The output is a carefully crafted solution that works harmoniously with the visual language of the airport’s brand and simultaneously delivers the functional need for the customer.

CCD offers a full service, from strategy, planning, and design through to project management and implementation support.

In addition to these benefits, Airport Kiosk Layout and People Movement:

• Passenger-focused wayfinding design
• Design driven by understanding of passenger behavior
• Holistic view that integrates signage with FIDS, website, apps, and other communication channels
• Signage design that supports the integration of the airport brand into the environment.