Avaya, a global leader in enterprise communications systems, software and services, announced that Malaysia Airlines (MAS) has chosen Avaya as its contact center and voice platform provider for the company’s Contact Centre Transformation Project (CCTP).

The investment in Avaya technologies is part of Malaysia Airlines’ Business Transformation Plan to provide 5-star services, reduce costs and ensure profitable growth. The deployment of Avaya’s solutions will enable the Malaysian contact centre to improve staff productivity, deliver unparalleled customer experience and minimise operating costs.

“We have chosen Avaya’s technology to enhance our customer service experience. This will be a stepping stone for us to transform our contact centres as we prepare for the future,” said Malaysia Airlines Assistant General Manager for Distribution, Abdul Mutalib Ishak.

The MAS contact centre will be the first in Malaysia to deploy the Avaya Aura Contact Centre 6.0 – the latest release of Avaya’s award winning platform, which delivers superior customer service by bringing customer, agent, additional experts and online resources into a collaborative environment to handle transactions and share information in real time. The deployment also includes the latest version of Avaya Aura Workforce Optimization, which will enable better informed and strategic decisions about workforce staffing needs to optimize customer service delivery.

The Avaya Call Management System (CMS) presents a customisable graphical view of agents’ real-time status together with contact centre status charts. It gives an overview of each agent’s operational status to determine if that agent is available or on a call. And then CMS automatically routes calls to the next available operator. The solution also comes with collaboration capabilities to help companies understand the full context of a customer interaction – including the customer’s mode of communications, history and present needs.

“We’re confident that the deployment of Avaya’s people-centric contact centre technology will enable Malaysia Airlines to differentiate the customer experience it delivers and achieve its transformation objectives. Avaya’s sophisticated call routing, reporting and analytics technologies will help improve customer service experiences and provide the insight and intelligence necessary to retain existing clients and win new businesses,” said Teh Chai Peng, Avaya Malaysia Country Director.

The Avaya deployment for MAS includes Avaya Aura Contact Centre 6.0 and Avaya Aura Workforce Optimization as outlined above, as well as Avaya Voice Portal 5 and Avaya Interaction Centre. The rollout will include key performance management tools, Avaya Call Management System and Avaya Operational Analyst 7.2.