IBM has announced the extension of their relationship with Jet Airways, India’s premier international airline, to provide a comprehensive solution for Customer Contact Centre operations, including improved Analytics capabilities as well as an IT infrastructure refresh. Under this agreement, 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 to improve service levels but also Advanced Analytics technologies to provide increased revenue through insights gained while managing the contact centre. Click here for full story
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