Malindo Air enhances customers experience with aspect software’s omni-channel contact center solution
- Malaysian-based carrier selects Aspect to provide contact center solution for their customer care line.
- Aspect Unified IP platform to align Malindo Air’s customer care infrastructure and customer service processes to create single, integrated solution for “best-in-class customer experience”
- Aspect Software recently received Frost & Sullivan Market Share Leadership Award 6th year in a Row. The award recognizes Aspect Software’s leadership position in APAC as market leader in Outbound Solutions
30 November 2017, Mumbai, India- 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."
For updates on Malindo Air’s latest activities and promotions, please connect with us via Twitter (https://twitter.com/malindoair), Facebook (facebook.com/MalindoAirMalaysia) or Instagram (instagram.com/malindoair).
Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native interaction management, workforce optimization and self-service capabilities within a single customer engagement center, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging the agility of our worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained. For more information, visit Aspect .
About Malindo Air
Malindo Air is a Malaysian airline with main hubs at the Kuala Lumpur International Airport (KLIA) and the convenient KL downtown city airport Subang Skypark in Selangor, Malaysia. The airline took to the skies in March 2013 with domestic flights and has since grown to operate routes to all major airports in Malaysia and across the continents of Asia and Australia. The fleet itself has grown exponentially to 16 ATR72-600 and 29 Boeing 737NG as of October 2017.
Today, the airline operates over 800 flights weekly across a continuously growing network of about 46 routes in the region. More recently, the airline obtained it’s IATA Airline membership and won CAPA’s 2016 Asia Pacific Regional Airline of the Year, New Comer of the Year, Australia 2016/17 by Expedia.com, TOP Recognition - Malaysia SME® Preferred Airline Partner, Airline of the Year (Passenger) at the KLIA Awards 2014 and Top Performing Airline 2015 by Travelport.
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