| By David Deans |
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| December 6, 2009 10:45 AM EST |
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New York-based JetBlue Airways created an airline focused on value, service and style. They've proven to be a trailblazer in the U.S. airline industry. They're also a communication technology early-adopter. JetBlue introduced complimentary in-flight e-mail and instant messaging services on their aircraft -- a first among U.S. domestic airlines.
However, their core competency is centered upon air travel. They out-task the rest to service providers, wherever possible.
JetBlue signed a new, six-year strategic agreement with Verizon Business to manage the airline's information technology ( IT) data center and communications network needs, as well as provide security and IT consulting services.
Built on an IP Network Foundation
Verizon Business will design and manage the transition of JetBlue's existing systems to a new global IT network infrastructure. The newly built Internet-protocol-based (IP) voice and data network will support state-of-the-art airport kiosks, wireless Internet access and an advanced reservation system.
"JetBlue has built a reputation of consistently providing excellent customer service," said JetBlue CIO Joe Eng. "The agreement with Verizon Business to strengthen our IT capabilities is further proof that we are taking the steps necessary to evolve our business to meet our customers' changing needs. With this enhanced IT infrastructure, JetBlue will be even better positioned for the future."
The new converged voice and data network will help support JetBlue's vision to deliver enhanced customer service and better collaborative tools for its employee crewmembers.
Verizon Business will connect JetBlue crewmembers, customers and partners to each other and the Internet. The infrastructure will serve as the foundation to deliver new customer and collaboration services -- including audio, net and video conferencing and enhanced contact center applications that will enable JetBlue's reservations agents to better serve customers.
Securing and Protecting Critical Data
Verizon Business will also manage the transition of JetBlue's data centers to Verizon's redundant managed service centers. In addition, they will manage the critical infrastructure components of JetBlue's internal systems including its data centers, voice and data networks and internal service desk -- ensuring continuous availability and improved resiliency and reliability.
Through its managed security practice, Verizon Business will help safeguard critical company data as well as ensure JetBlue meets strict industry requirements for secure credit card transactions online, over the phone and at the airport.
JetBlue currently serves 58 cities with 650 daily flights. In 2009, the carrier ranked "Highest in Customer Satisfaction Among Low-Cost Carriers in North America" by J.D. Power and Associates.
David is a co-author and moderator of the Business Technology Roundtable. He is a member of the Service Provider marketing team at Cisco Systems, Inc. David has more than 25 years of experience in the technology, media and telecom sectors.
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