Malindo Air, CAPA 2016 Asia Pacific Regional Airline of the Year, has successfully implemented an omi-channel contact centre solution from Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, self-service and 6th time recipient of the Frost & Sullivan Asia Pacific Outbound Systems Market Share Leadership Award.
The unified platform known as Aspect Unified IP helps to align Malindo Air’s customer care infrastructure and customer service processes to create a single, integrated solution for better customer experience.
Chandran Rama Muthy, CEO of Malindo Air said, “As part of our continuous effort to improve customers’ experience, we have deployed this technology to handle voice and email interactions at our customer care centre based in Malaysia. We are pleased to have observed great improvement as we managed to handle all incoming calls and emails within the expected timeline. This is essential as our business grows rapidly and we care about our passengers.”
“Moving forward, the plan is to also deploy the technology from this platform to other operational users other than the customer care centre locally as well as in our regional offices, which will improve cost-effectiveness and enhanced customer service,” he added.
“It is a privilege to be able to support Malindo Air, through our local channel partner in Malaysia, Lambda Technologies, in providing their customers quality customer experience,” says Richard Loberas, ASEAN & Korea Sales Head of Aspect Software. “We are confident that Aspect Unified IP will deliver more enhanced engagement and impactful results to Malindo’s business and its passengers in the near future.”