Find out how Jetstar ensures cost-efficient virtual customer service, thanks to the flexibility of a hosted cloud solution.
Jetstar Airways is the fastest growing airline in Australia and Asia. They operate in the budget travel sector and places a high value on customer service. Part of their charter is to ensure that customers are always well informed, and that the contact centers handle all customer interactions in a helpful, fair, open and consistent manner. For several years, Jetstar had used an outsourcing agreement with an Australian call center service provider to manage their bookings and customer services. However, they realized that it was tied to that single supplier, so couldn’t take advantage of better rates offered by alternative suppliers.
Genesys partner, ENGAGE, has developed a cloud-based customer contact platform using Genesys software, which they deploy to customers on a Software as a Service (SaaS) basis. The Genesys SIP-based architecture enables very cost effective virtual customer services so that ENGAGE can deploy their solution anywhere there is a data connection. This flexibility meant that Jetstar was recently able to open a new 200-agent contact center in the Philippines within weeks, simply by deploying the ENGAGE platform built on Genesys solutions.
“The only way to rollout software that quickly is the cloud,” said Aaron Panozza, CEO of ENGAGE. “It also means that you only have to build it once, and any changes you make are instantly reflected across the whole user organization. Jetstar could use our implementation of Genesys software as soon as they were ready for it.”
"Airlines need suppliers to offer the best possible value so they can pass this on to customers. Services need to be inexpensive, but also excellent. Genesys helps ENGAGE deliver the software platform that, in turn, allows Jetstar contact centers to do precisely that."
Aaron Panozza, CEO of ENGAGE, Providers of Jetstar Contact Center On-Demand Software Services