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Malindo Moves to Improve CX with Aspect Deployment

December 01, 2017

The travel industry is notorious for poor customer service. Viral videos depicting atrocious instances run rampant on social media, leaving a stain on the reputation of those flying us from point A to point B. The good news is some airlines air making strides to repair this reputation.

This week, Malindo Air announced upgrades to its contact center with the adoption of an omni-channel contact center solution from Aspect Software. The Aspect Unified IP system aids in aligning customer service infrastructure and processes to offer a unified, integrated solution set to deliver exceptional customer service.

Chandran Rama Muthy, CEO of Malindo Air noted, "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."

In addition, Malindo plans on not stopping here, it will be building off of the foundation Aspect is providing to support operations; from its main hubs at Kuala Lumpur International Airport and Subang Skypark in Malaysia to all of its regional offices.

In selecting the Aspect solution, Malindo is getting software from a six time Frost & Sullivan Market Share Leadership Award winner. Currently, Aspect claims the top spot for outbound solutions in the APAC region.

Jagannath Narendran, SVP, Asia & Middle East, Aspect explained, "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."

Customer service is a clear differentiator for businesses, from the mom and pop shop down on the corner, to the Fortune 500.

What’s in your contact center?

Edited by Mandi Nowitz