Jet Airways signs deal with IBM for contact centre services

BANGALORE, INDIA: IBM has signed a deal with Jet Airways, to provide a comprehensive solution for customer contact centre operations, including analytics capabilities as well as an IT infrastructure refresh. Jet Airways expects its revenue to increase by Rs 20 crore and other substantial cost savings from this solution, says a release.

As per the deal, IBM will provide contact center and back office services for the airline's 11 lines of business covering its domestic and international reservations, Jet Privilege program, cargo, re-issues, refunds and helpdesk services. The solution not only includes implementation of an interactive voice response (IVR) system but also advanced analytics technologies.

Manish Dureja, VP, marketing, Jet Airways, said: "Three years ago, we engaged IBM to help us transform our core IT Infrastructure to keep pace with rapid business growth projections and add to our competitiveness in the market. Since then, our relationship with IBM has grown and strengthened further, and today we are happy to extend this relationship to our Contact Centre so that our customers will benefit from IBM's high service level offerings."

"In order to improve service levels to its customers and reduce the recurring cost pressures in the aviation market, Jet was looking to transform their customer care and back-office functions while ensuring job continuity for its employees," said Mr Anuj Kumar, GM, IBM India Global Process Services. "This deal marks a significant milestone in the longstanding relationship that IBM has with Jet Airways, and we are committed to helping them elevate their customer experience and future growth."