MakeMyTrip.com wanted a robust converged communications infrastructure that will fuel its “always on, always available” service model. MakeMyTrip.com decided on an Avaya Contact Center solution. The Avaya Call Management System provided the company with a robust, real-time monitoring and historical reporting capabilities, including customer reporting, tasks-scheduling and exception notification.

MakeMyTrip.com was receiving 20,000 calls a day and these needed to be monitored extensively for quality. The call recording solution gave MakeMyTrip.com the ability to undertake recordings on demand and saving these records in electronic files. Among the support functions included were total recording of calls for compliance and interaction analytics purposes, selective recording of identified calls and recording on demand for quality monitoring.

Additionally, MakeMyTrip.com invested in a Wall Board that displays the complete status of the call center such as calls in queue and number of engages agents. Finally, MakeMyTrip.com implemented IP Telephony in its contact center to build a converged voice/data foundation that was reliable, efficient and able to support the new communications capabilities. The Company’s goal is to embrace a platform that would enable the company to go multi-location, with just the addition of IP Phones and no major expenditure on infrastructure investment.

The Avaya portfolio of solutions has helped MakeMyTrip.com strengthen its number one position in the online travel services marketplace and retain its edge in the area of customer responsiveness.

Solution Area:
Contact Centre
IP Telephony

Products:
Avaya Call Management System
Wall Board
Avaya S8720 Server

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Case Study