Malindo Air has successfully implemented an omni-channel contact center solution from Aspect Software. 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.
“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,” said Chandran Rama Muthy, CEO of Malindo Air.
Aspect Unified IP is platform that is capable of streamlining customer experiences across multiple channels and conversations. By bringing all contact options together, in a single place, on one platform, customer service agents can be kept well informed and empowered to keep talking, typing and conversing.
“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. 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,” said Richard Loberas, ASEAN & Korea Sales Head of Aspect Software.”
The platform also gives Malindo the ability to flexibly apply one set of business rules across all channels in order to dynamically prioritize incoming contacts in a universal, single queue, and based on real-time statistics and system conditions route them to the most appropriate agent.
According to Muthy, Malindo Air is also planning to also deploy the technology from this platform to other operational users other than the customer care center. This will be looked at strategically both locally as well as in their regional offices, with an aim towards improved cost-effectiveness and enhanced customer service.