MakeMyTrip.com Achieves 99.99% Uptime With Avaya's Contact Centre Solution

MakeMyTrip.com wanted to expand its 25-seat Contact Centre to 250 seats. Its key challenge was to find a solution that would keep its online business running 24x7 and deliver a complete customer experience. MakeMyTrip.com needed a reliable, robust and expandable solution to support its growth while still remaining cost effective and profitable. At least four key solutions formed the pillars of the Avaya Intelligent Communications strategy for MakeMyTrip.com. These included the Avaya Call Management System (CMS), a recording platform, a Wall Board to provide a complete view of the centre and agent availability and a standards-based, resilient and modular IP telephony offering.