Malaysia Airlines sets up Adelaide call centre

In a deal worth $1.3 million, Malaysia Airlines has selected Avaya to supply the technology driving its new call centre in Adelaide.

The Adelaide call centre handles calls from Australia and New Zealand and currently houses 40 agents, with the capacity to expand to 72.

Malaysia Airlines has standardised on Avaya call centre solutions (Definity enterprise communications server G3si, including computer telephony integration and interactive voice response) throughout its network of call centres.

The solution also delivers features ranging from basic call routing to sophisticated predictive routing among networked call centres.

The software enables calls to Malaysia Airline's call centres to be prioritised and routed into special groups, such as international, domestic or frequent flyers. Staff are grouped according to their skill set and calls are routed to them based on this information.

Unique to this implementation, the solution also provides other information about the caller, including the origin of the call, what language the caller speaks and what category of customer they are. The customer's profile appears on the agent's screen when a frequent flyer number is entered into the system.

The call management system, designed in conjunction with the airline, also provides planning, monitoring and performance capabilities, and management of staff rosters.

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