Mumbai, July 4 IT giant IBM has entered into a 10-year agreement with private carrier Jet Airways to provide contact centre and back-office services. Financial details of the deal were not disclosed.
Under the agreement, an extension of an existing agreement, IBM would offer solutions for customer contact centre operations, including improved analytics capabilities and IT infrastructure.
The IBM solutions would help Jet Airways improve its customer service by reducing its total cost of ownership and allow it to derive higher revenues by using advanced analytics technologies. IBM will also re-badge Jet Airways’ existing contact centre personnel.
“Three years ago, we engaged IBM to help us transform our core IT Infrastructure to keep pace with rapid business growth projections and add to our competitiveness in the market. Since then, our relationship with IBM has grown and strengthened further, and today we extend this relationship to our contact centre…,” Jet Airways vice president (Marketing) Manish Dureja said.
As a strategic partner, IBM already provides a host of services to Jet Airways. These include data centre operations, end-user services, central helpdesk, network management services, server storage operation, and security services.
rajesh.kurup@thehindu.co.in