Solution: Multi-dimensional offeringsfor varied needs
MakeMyTrip.com decided on an Avaya Contact Centresolution deployed by Avaya GlobalConnect (AGCL). Forthe 25-seat domestic facility, the company went in fora Prologix model, the lowest scalable product avail-able within the AGCL show window. Despite this mod-est beginning, the company’s operations began to growsteadily, adding around 10-15 seats every quarter fromthe year the system was first implemented.Its ever-expanding operations prompted MakeMyTrip.com to decide on upgrading its system and enhancingits functionality in 2006. The Company’s operationshad expanded by then and it needed to upgrade fromPrologix to the most scalable and superior ContactCentre Product, the Avaya S8720 server.
commented KetanShah, BU Head- Contact Center, AGCL.MakeMyTrip.com was invited to AGCL’s customerStudio in Mumbai, to gain first hand experience ofthe solution it was looking for. The Avaya team at theCustomer Studio analyzed the business requirements ofMakeMyTrip.com and designed a solution incorporatingnumerous components from Avaya and its technologypartners.As a business enhancing solutions provider, AGCLundertook a detailed study of the MakeMyTrip.com envi-ronment, before suggesting a complete and integratedIntelligent Communications solution for the company’s250-seat Contact Center.
informed Sachin Bhatia, COOand co-founder of MakeMyTrip.com
added Ketan Shah.The call recording solution gave MakeMyTrip.com theability to undertake recordings on demand and savingthese records in files that can be sent across via email.The call recording and quality monitoring solution alsoallowed the customer to track and analyze specific calls.Among the support functions included were totalrecording for compliance and interaction analyticspurposes, selective recording of identified calls andrecording on demand for quality monitoring.
Ketan Shahsaid.Additionally, MakeMyTrip invested in a display solutionfrom Avaya, a Wall Board, to provide the completestatus of the call centre such as calls in queue, numberof engaged agents, and number of free agents. The WallBoard is currently also being used by the company topop up special messages and greetings for itsemployees.Finally, MakeMyTrip.com implemented IP telephony inits Contact Centre to build a converged voice/datafoundation that was reliable, efficient and able tosupport the new communications capabilities to driveinnovation and profitability. The goal was also toembrace a platform that would enable the company togo multi-location, with just the addition of the IP phonesand no major expenditure on infrastructure investment.
The Benefits: Higher efficiency,productivity and profitability
The Avaya solutions for MakeMyTrip.com have broughtthe company a host of benefits. For instance, the CMSsolution has helped to optimize the efficiency and