IBM to provide contact center services to Jet Airways

July 08, 2013

IBM has won a 10-year contract to provide contact center and back-office services for Jet Airways. The IT giant will manage the customer contact center, provide improved analytics capabilities, and revitalize the IT infrastructure for the airline. Specifically, IBM will handle contact center services for 11 lines of business for Jet Airways, including Jet Privilege program, domestic and international reservations, cargo, helpdesk services, and refunds.

The implementation of an Interactive Voice Response (IVR) system and the deployment of advanced analytics technologies are a couple of action items on the agenda. Passengers still use the telephone to make bookings, reschedule flights, obtain flight update information, and check in. An IVR would facilitate these activities.The companies aim to increase revenues by Rs 20 crore and save costs through this arrangement.