Infotech Lead India: IBM has signed a contact center deal with Jet Airways.
The new deal is an extension of their existing contract.
As per the new contact center agreement, IBM will offer solutions including improved analytics capabilities and a fresh IT infrastructure.
WNS recently signed BPO deals with British Airways and Scandinavian Airlines. To Scandinavian Airlines — as per the extension of the service contract — WNS will continue to provide a comprehensive range of services in Passenger Revenue Accounting, and in addition will begin providing analytical support, risk, audit and compliance services. The outsourcing major will create a dedicated SAS Business Excellence team within WNS to provide PRA management and senior-level analytical capabilities.
Meanwhile, IBM on Thursday said it 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.
“To improve service levels to its customers and reduce the recurring cost pressures in the aviation market, Jet was looking to transform their customer care and back-office functions while ensuring job continuity for its employees,” said Anuj Kumar, GM, IBM India Global Process Services.
The solution includes implementation of an interactive voice response (IVR) system to improve service levels, advanced analytics technologies to provide increased revenue through insights gained while managing the contact center.
IBM solution helps Jet Airways, which has over 25 percent domestic market share and international operations across 20 destinations, improve its customer service by reducing its total cost of ownership by implementing IVR and automation.
IBM will also rebadge Jet Airways existing contact centre personnel.
IBM is responsible for application management services for the carrier including ERP, flight operation, revenue management, roster and crew management, cargo management, customer relationship information system, aircraft maintenance and operations system, baggage reconciliation system and sales force automation.