31 March 2011 -- Malaysia Airlines selected Avaya Partner Jebsen & Jessen Communications to deploy a new integrated communications system at the Kuala Lumpur call centre.

Malaysia Airlines rolled out the Avaya Aura Call Center 6.0, a core application that enables the company to track call centre productivity, handle transactions and share customer information in real time. It also deployed the Avaya Call Management System (CMS), an application that presents real-time, graphical contact centre status charts and an overview of each agent’s operational status to determine if he or she is available or on call. The system then routes calls to the next available operator while providing the full context of a customer interaction, including the customer’s mode of communication, history and present needs.

Malaysia Airlines also installed Avaya Aura Workforce Optimization, which enables the company to make decisions about workforce staffing needs to improve service delivery; as well as Avaya Voice Portal 5 and Avaya Interaction. Avaya and Jebsen & Jessen Communications integrated the Avaya Call Management System with Malaysia Airlines’ Ulysses customer management system, which provides a complete view of the customer profile and past history. This enables to personalise dealings with customers. Multiple interaction channels improves service. The system enables Malaysia Airlines’ customers to interact with the company by phone, e-mail, fax and web chat.

The Avaya Interaction Centre is integrated with the airline’s Microsoft Exchange Server, which enables e-mail communication between customers and call centre agents. Customers can e-mail agents with any query and the system automatically assigns and prompts an agent to respond, which improves service. Malaysia Airlines has linked a payment feature to the IVR system in the Avaya Call Management System. This enables customers to pay for their airline tickets over the phone when they call the airline’s Jakarta or Kuala Lumpur contact centres, or using the website.

This year, Malaysia Airlines also anticipates that it will reduce its call centre running costs by 18 percent by linking up all its contact centres. This will enable the company to divert calls from Adelaide, Jakarta, Kuching, London and Los Angeles to its main call centre in Kuala Lumpur during peak times. Malaysia Airlines uses Avaya Aura Call Center 6 to track the productivity of its agents.

Managers can now view the number of calls each agent has taken over a period of time and determine whether or not he or she is adhering to the appropriate processes. Malaysia Airlines will soon deploy Avaya Operational Analyst software to provide real-time performance statistics to agents on wallboards around its contact centres. This will enable the company to closely monitor each agent’s status and identify areas that need improvement. This will help enhance the service provided to customers.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.telecompaper.com