Avaya GlobalConnect in talks with budget airlines

Leading business communication application company Avaya GlobalConnect is in talks with low-cost airlines to implement its integrated voice response system, Avaya voice portal.

This automated interactive voice response system will bring down the cost of customer service operations by 15 to 20 per cent. Avaya GlobalConnect Director (marketing) Amit Mehta said the company was in talks with leading budget carriers for implementing this system which will enable them higher automation with lower ownership cost.

"The cost of the new system will be cheaper by one-third against the existing system. Through our financial subsidiary we have plans to offer a three-year contract for implementing this voice portal-based on charging per call," Mehta added.

Sources said the company was in talks with country's second largest carrier and budget carrier Air Deccan for implementing this integrated operations. Air Deccan spends around Rs 2 crore per month on call centre operations.

Avaya voice portal will help companies leverage the power of speech to expand reach and increase productivity of customers . This automated system will cut down number of call centre executives required and lower the procedures while making reservations or rescheduling flights.

"This will be an ideal option for budget carriers as the volume is high. This will increase the reach of airlines as telephones can be used for comprehensive communication system," industry analysts said.

Mehta said, "This portal is useful for full service carriers too. Jet Airways is our customer for voice response system. We will approach them for these integrated services."

Avaya voice portal is designed to integrate multiple applications such as clinical trial management system, customer relationship management system, reservations for travel, hospitals and hotels and finance applications for banking, said Mehta

This portal consists of a set of distributed software elements, the media processing platform, the voice portal management system and application development and deployment environments.