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recording and quality management, and unified reporting and administration capabilities. In
addition, Aspect Unified IP provides application service provider (ASP) capabilities enabling
service providers to host multiple clients segmented as individual tenants. Architected and built
from the ground up to scale from ten to thousands of seats, it incorporates a robust set of core
features that support sophisticated contact strategies for both session initiation protocol (SIP)-
based voice over IP (VoIP) and traditional voice.
As part of the implementation, Air Deccan integrated its booking engine with the universal
Airlines Reservation Maintenance Software to provide real-time information about flight
schedules, arrivals and departures to callers. Aspect provided all the necessary equipment and
hardware with software integration from Wipro, a provider of integrated business, technology
and process solutions.
Results
Air Deccan experienced immediate improved productivity. Using Aspect Unified IP, the airline
was able to attend and respond to as many as 25,000 customer calls on peak days. The voice
portal capability of Aspect Unified IP enabled Air Deccan to offer customers promotional offers,
flight information, reservations, rescheduling services, ticket cancellation packages and refunds
via an automated menu. Passengers could book their air tickets through the portal and those
without credit cards could hold their bookings by paying in cash within 24 hours at a hold-andpay
facility or at an airport reservation counter. As most of these types of transactions are now
automated, agents have time to address more complex customer issues.
Whether customers choose to speak to an Air Deccan agent directly or use the voice portal’s
menu options, the Aspect Unified IP automatic call distributor (ACD) intelligently routes the
call based on the dialled numbers (DNIS), calling party identification (ANI), available agents,
customer profile, service levels or defined business rules. The ACD also helps manage overflow
routing, call re-routing based on queue statistics, abandoned call recuperation and multisite
routing.
The universal queue capability in Aspect Unified IP organises incoming contacts across all
communication channels in a single queue and routes them to the most appropriate agent,
taking wait times, incoming traffic volumes and service levels into consideration. This enables
Air Deccan to make changes to the provisioning rules without stopping and starting systems,
campaigns or services. In addition to voice channels, Air Deccan’s contact centre agents can
continue to take calls or interact with customers via text chat/messaging.
The automatic outbound dialling feature enables Air Deccan to use multiple dialling options,
such as predictive, preview, timed preview and manual to deliver a message involving flight
status when a customer answers his or her phone, to respond automatically to a number of
follow-up questions and to route the answering customer to a live agent if necessary. It also fully
integrates email management for sending, receiving, routing and auto-responding to emails.
Making sure that customers receive a quality experience from their contact centre agents is very
important to Air Deccan. By using the multichannel recording and quality monitoring system in
Aspect Unified IP, Air Deccan is able to review interactions between its agents and customers,
and provide offline or real-time coaching to the agents.
CASE STUDY
About Aspect
Aspect provides software and consulting services that turn the potential of unified communications into real business
results across the enterprise and in the contact centre. Applying 35 years of insight and experience, Aspect helps more
than two-thirds of the FORTUNE Global 100, as well as small and medium enterprises, power their business processes
with communications. For more information, visit www.aspect.com.
2 Case Study Air Deccan © 2009 Aspect Software, Inc. All Rights Reserved. 3170GB-E 5/09
“ Air Deccan selected Aspect
Unified IP because of its proven
offering of high reliability,
scalability, flexibility and
comprehensive functionality on
one platform. Combined with
around-the-clock customer
service from Aspect and the
support of its technology
centre in Bangalore, Aspect
Unified IP was the right choice
for us. We’ve improved our
call handling, increased agent
productivity and are turning our
contact centre into a stronger
revenue generator for the
business as a whole.”
Col. Arvind Saksena
Chief Information Officer,
Air Deccan
Corporate Headquarters
300 Apollo Drive
　
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