Malindo Air has successfully implemented an omi-channel contact center solution from Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation and self-service. The unified platform (Aspect Unified IP) helps align Malindo Air’s customer care infrastructure and customer service processes to create a single integrated solution for better customer experience.
Chandran Rama Muthy, Malindo Air’s CEO said that the company deployed the technology to handle voice and email interactions and saw tremendous improvements in managing incoming calls and emails within the expected timeline.
“Moving forward, the plan is to deploy the technology from this platform to other operational users other than the customer care centre locally as well as in our regional offices. This will improve cost-effectiveness and enhance customer service,” he adds.