Avaya GlobalConnect provides MakeMyTrip.com its Intelligent Communication solutions

Extends solutions to power the online business and provide a complete customer experience

New Delhi, February 13, 2008 – Avaya GlobalConnect, one of India’s leading Intelligent Communications solutions provider, has extended MakeMyTrip.com its Contact Center solutions to power the online business. With Avaya’s solutions, MakeMyTrip.com is experiencing a 99.99 percent uptime in its Contact Center and creating a better, higher value experience for its customers.

The key challenge for MakeMyTrip.com was to manage its growth and expanding business. The company, which began with a 25-seat Contact Center, was looking to scale to a 250 center capability.

MakeMyTrip.com has been able to achieve a number of goals owing to the deployment of a range of Intelligent Communications solutions from Avaya GlobalConnect. The four key solutions which formed the pillars of the Avaya Intelligent Communications strategy for MakeMyTrip.com included the Avaya Call Management System (CMS), a recording platform, a Wall Board, to provide a complete view of the center and agent availability and a standards-based, resilient and modular IP telephony offering.

As far as the customer’s customers are concerned, MakeMyTrip.com is now able to offer them a 99.99 percent uptime. Its agents are always available for customer calls. With Avaya solutions, it is also possible to route calls to specifically skilled agents, who have expertise in areas such as ticketing, travel packages, hotels etc. The IP solution meanwhile is helping MakeMyTrip.com to improve productivity and efficiency.

“We offered MakeMyTrip our Call Management System (CMS), an operational effectiveness solution for integrated analysis and reporting. The aim was to help MakeMyTrip in keeping in touch with virtually everything going on within the Contact Center, evaluate the performance of an agent, a group of agents, a single contact center or multiple locations around the world. We are happy to know that MakeMyTrip is experiencing better business results with our solutions”, remarked Ketan Shah, BU Head – Contact Center, Avaya GlobalConnect.

Avaya solutions for MakeMyTrip.com have brought the company a host of benefits like allowing it to increase call volumes without adding staff. The company has been able to enhance productivity, while keeping a close control on costs. The call recording solution has given MakeMyTrip.com the ability to undertake recordings on demand, playback and query recordings and send them by email from anywhere to anywhere. The call recording and quality monitoring solution also allows the customer to track and analyze specific calls.

“Avaya’s solutions have provided us an operational effectiveness. We are experiencing better performance which has thereby improved our customer responsiveness. In a business like ours, customer responsiveness is of paramount importance. Avaya understands and extends that philosophy with its solutions and we hope to grow our customer base to a higher level with the deployment of Avaya’s solutions,” said Sachin Bhatia , Co-Founder and CMO, MakeMyTrip.com

About Avaya GlobalConnect

Avaya GlobalConnect is one of India’s leading Intelligent Communications Solutions provider. Its offerings range from converged voice, data and video networks to contact center solutions to unified messaging solutions, and customer services in order to provide best-in-class converged communications products and solutions. For more information about Avaya GlobalConnect, visit its Web site at www.avayaglobalconnect.com

About MakeMyTrip.com

MakeMyTrip.com was launched in 2000 to cater to the niche USA-to-India travel market. Since its inception, it has been growing at a fast pace to emerge as the foremost travel website in the US-to-India market. With over 100,000 customers and 130,000 registered users in the US, MakeMyTrip has a renewal rate of 30%. The Company has a 3.5 % share of the NRI market, which is pegged at Rs 4500 crore (USD 1 Billion). The India business of MakeMyTrip was launched in September 2005. As the first and only comprehensive online travel site with real time booking for flights, hotels, holidays and cars, MakeMyTrip.com heralded a revolution in the way travel is bought in India.

It continues to lead the market with innovative products and services. Selling over 8000 flight tickets, 1000 hotel room nights and over 100 holiday packages every day, the site attracts over 3.5 Million unique visitors every month according to ComScore Media Matrix, an independent internet research agency.
Headquartered in Gurgaon, MakeMyTrip crossed Rs. 562 Crores (USD 125 Million) in the last fiscal year, which is approximately 180% growth from the registered sales of Rs. 200 Crores (USD 42 Million) in 2006. The projected turnover for 2007 – 2008 fiscal year ending March 2008 is Rs 1000 crores (USD 250 million), which is 78% growth from the previous year.

MakeMyTrip offices are located in over 15 cities in India.

For more information:

Anjali Kakkar Astha Rai

Avaya GlobalConnect 20:20 MEDIA

Tel: 0124 – 4093 332 Tel: 011 – 2693 3291

anjali.kakkar {at} avayaglobalconnect(.)com astha {at} 2020india(.)com