Case Study of MakeMyTrip

Executive Summary

Make My Trip needed a robust solution that could grow with their business. We enabled their contact center with CZ SME Suite. We also gave Make My Trip a multilingual, multi level IVR to manage their inbound call queue and provide important self service.

Challenges

A business needs to have a solid customer experience and service process in place to provide personalized support to their users and .maintain a market leader position. Make My Trip needed a solution that gave them multiple integrations to provide customised care to their users. They wanted a solution that could integrate with their CRM and also wanted to reduce the contact-to-information time for their users.

What Changed At Make My Trip

We provided Make My Trip with our SME Suite solution with a HA (High Availability) module. The CZ SME Suite is an on premise single box solution that brings sturdiness to any business's contact center. The solution provided to Make My Trip has a customizable multi level and Multilingual IVR that is integrated with their CRM.

Make My Trip also got a CTI integration in our CZ Bar. This integration connects their CRM with telephony allowing their agents to call customers from a single screen. This integration also provides Make My Trip with a sticky agent feature

What This Means

• CZ SME Suite provides Make My Trip a 360 degree view of the entire call center business along with reports.
• The CZ Bar integration adds multiple telephony features to their CRM like, sticky agent feature for inbound calls that helps them ensure that their callers don't have to repeat themselves.
• The inbuilt voice logger with CZ SME Suite helps them record calls and play them from within the CRM screen.