Avaya GlobalConnect provides intelligent communication solutions

NEW DELHI, INDIA: Avaya GlobalConnect, one of India’s leading Intelligent Communications solutions provider, has extended MakeMyTrip.com its Contact Center solutions to power the online business. With Avaya’s solutions, MakeMyTrip.com is experiencing a 99.99 percent uptime in its Contact Center and creating a better, higher value experience for its customers.

The key challenge for MakeMyTrip.com was to manage its growth and expanding business. The company, which began with a 25-seat Contact Center, was looking to scale to a 250 center capability.

MakeMyTrip.com has been able to achieve a number of goals owing to the deployment of a range of Intelligent Communications solutions from Avaya GlobalConnect. The four key solutions which formed the pillars of the Avaya Intelligent Communications strategy for MakeMyTrip.com included the Avaya Call Management System (CMS), a recording platform, a Wall Board, to provide a complete view of the center and agent availability and a standards-based, resilient and modular IP telephony offering.

As far as the customer’s customers are concerned, MakeMyTrip.com is now able to offer them a 99.99 percent uptime. Its agents are always available for customer calls. With Avaya solutions, it is also possible to route calls to specifically skilled agents, who have expertise in areas such as ticketing, travel packages, hotels etc. The IP solution meanwhile is helping MakeMyTrip.com to improve productivity and efficiency.

“We offered MakeMyTrip our Call Management System (CMS), an operational effectiveness solution for integrated analysis and reporting. The aim was to help MakeMyTrip in keeping in touch with virtually everything going on within the Contact Center, evaluate the performance of an agent, a group of agents, a single contact center or multiple locations around the world. We are happy to know that MakeMyTrip is experiencing better business results with our solutions”, remarked Ketan Shah, BU Head – Contact Center, Avaya GlobalConnect.

Avaya solutions for MakeMyTrip.com have brought the company a host of benefits like allowing it to increase call volumes without adding staff. The company has been able to enhance productivity, while keeping a close control on costs. The call recording solution has given MakeMyTrip.com the ability to undertake recordings on demand, playback and query recordings and send them by email from anywhere to anywhere. The call recording and quality monitoring solution also allows the customer to track and analyze specific calls.

“Avaya’s solutions have provided us an operational effectiveness. We are experiencing better performance which has thereby improved our customer responsiveness. In a business like ours, customer responsiveness is of paramount importance. Avaya understands and extends that philosophy with its solutions and we hope to grow our customer base to a higher level with the deployment of Avaya’s solutions,” said Sachin Bhatia , Co-Founder and CMO, MakeMyTrip.com

Source: India PRwire