Malaysia Airlines Contact Centre System Go-Live

Jebsen & Jessen Communications Solutions Malaysia (JJCSM) implemented an end-to-end contact centre for Malaysia Airlines. The system is now up and running with new features based on Avaya and Ulysses solutions.

JJCSM has reached a new milestone, proving their skills and expertise to provide and implement a full suite end-to-end contact centre solution with a daily call volume exceeding 7,000 calls.

The contact centre is based in Subang and Kuching with operators logging onto the new Avaya Aura Contact Centre System and Ulysses CRM. Customers of MAS can now choose to interact with the company by phone, email, and fax. In a next effort, JJCSM will equip MAS with a web chat capability, further enhancing the customer experience.

The go-live was a significant event also for MAS, who are now able to grant their customers a better service experience, reduce operating cost and improve staff productivity. Vice President of Distribution, Malaysia Airlines Mr Abdul Mutalib Ishak announced that the company is already seeing the results from the transformation and sales from the months January to April have increased by 112%.