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Malaysia Airlines Enhances Customer Experience with Avaya Contact Centre Solutions


Malaysia Airlines (MAS) has chosen Avaya as its contact center and voice platform provider for the company's Contact Centre Transformation Project (CCTP).


KUALA LUMPUR, Malaysia – Avaya, a global leader in enterprise communications systems, software and services, today announced that Malaysia Airlines (MAS) has chosen Avaya as its contact center and voice platform provider for the company's Contact Centre Transformation Project (CCTP).


The investment in Avaya technologies is part of Malaysia Airlines' Business Transformation Plan to provide 5-star services, reduce costs and ensure profitable growth. The deployment of Avaya's solutions will enable the Malaysian contact centre to improve staff productivity, deliver unparalleled customer experience and minimise operating costs.


"We have chosen Avaya's technology to enhance our customer service experience. This will be a stepping stone for us to transform our contact centres as we prepare for the future," said Malaysia Airlines Assistant General Manager for Distribution, Abdul Mutalib Ishak.


The MAS contact centre will be the first in Malaysia to deploy the Avaya Aura Contact Centre 6.0 – the latest release of Avaya's award winning platform, which delivers superior customer service by bringing customer, agent, additional experts and online resources into a collaborative environment to handle transactions and share information in real time. The deployment also includes the latest version of Avaya Aura Workforce Optimization, which will enable better informed and strategic decisions about workforce staffing needs to optimize customer service delivery.


The Avaya Call Management System (CMS) presents a customisable graphical view of agents' real-time status together with contact centre status charts. It gives an overview of each agent's operational status to determine if that agent is available or on a call. And then CMS automatically routes calls to the next available operator. The solution also comes with collaboration capabilities to help companies understand the full context of a customer interaction – including the customer's mode of communications, history and present needs.


"We're confident that the deployment of Avaya's people-centric contact centre technology will enable Malaysia Airlines to differentiate the customer experience it delivers and achieve its transformation objectives. Avaya's sophisticated call routing, reporting and analytics technologies will help improve customer service experiences and provide the insight and intelligence necessary to retain existing clients and win new businesses," said Teh Chai Peng, Avaya Malaysia Country Director.


The Avaya deployment for MAS includes Avaya Aura Contact Centre 6.0 and Avaya Aura Workforce Optimization as outlined above, as well as Avaya Voice Portal 5 and Avaya Interaction Centre. The rollout will include key performance management tools, Avaya Call Management System and Avaya Operational Analyst 7.2. The Avaya Application Enablement Services 5.2 is also expected to go live in mid-April 2011. 


About Malaysia Airlines

Malaysia Airlines ( is  the national carrier of Malaysia and one of Asia's largest, flying nearly 40,000 passengers daily to some 100 destinations worldwide across 6 continents. The distinctive Malaysia Airlines brand is an extension of the special culture of warmth and friendliness unique to Malaysians. This inimitable Malaysian sense of graciousness is branded as "Malaysian Hospitality" and symbolized by the acronym MH which is also the airline's flight code.


Malaysia Airlines holds a lengthy record of service and best practices excellence and is also one of only 6 airlines worldwide to be accredited a "5-Star Airline" by Skytrax, an accomplishment it has achieved for 5 consecutive years, 2005-2009. It has also received the accolade of “World’s Best Cabin Staff” by Skytrax over six years, 2001-2004, 2007 and 2009 – the most for any airline. In the World Airline Awards 2010, Malaysia Airlines won 2 awards, the “Staff Service Excellence for Asia” and “World's Best Economy Class”.


About Avaya

Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centres, data solutions, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit


Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as “anticipate,” “believe,” “continue,” “could,” “estimate,” “expect,” “intend,” “may,” “might,” “plan,” “potential,” “predict,” “should” or “will” or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. Some of the key factors that could cause actual results to differ from our expectations include: our ability to develop and sell advanced communications products and services, including unified communications, contact center and data solutions; our ability to develop our indirect sales channel; economic conditions and the willingness of enterprises to make capital investments; the market for advanced communications products and services, including unified communications solutions; our ability to remain competitive in the markets we serve; our ability to manage our supply chain and logistics functions; the ability to protect our intellectual property and avoid claims of infringement; our ability to effectively integrate acquired businesses into ours; our ability to maintain adequate security over our information systems; environmental, health and safety laws, regulations, costs and other liabilities; the ability to retain and attract key employees; risks relating to the transaction of business internationally; pension and post-retirement healthcare and life insurance liabilities; and liquidity and our access to capital markets. We caution you that the foregoing list of important factors may not contain all of the material factors that are important to you. For a further list and description of such risks and uncertainties, please refer to Avaya’s filings with the SEC that are available at Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

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