Malindo Air, recipient of Asia Pacific Regional Airline of the Year, has successfully implemented an Omni-Channel Contact Center Solution from Aspect Software, a leading provider of fully-integrated customer Interaction Management, Workforce Optimization, Self-Service and 6 time recipient of the Frost & Sullivan Asia Pacific Outbound Systems Market Share Leadership Award.
The Interaction Management platform known as Aspect® Unified® IP helps to align Malindo Air’s customer care infrastructure and customer service processes 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 center 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 center locally as well as in our regional offices, which will improve cost-effectiveness and enhanced customer service,” he added.
“Competitive pressures, evolving business models and ever changing market dynamics are constantly putting pressure on the 100 plus year old airline industry. Cost efficiency& customer centricity are the key strategies for sustenance and growth. Aspect is proud to be associated with Malindo Airlines, one of ASEAN region’s leading airline, as we help them deliver quality customer experience to their passengers through our Customer experience solution”, says Jagannath Narendran, SVP, Asia & Middle East, Aspect. He further added, “We are confident that the Aspect solution will deliver more enhanced engagement and impactful results to Malindo’s business and its passengers in the near future.”