Jet Airways extends contract with IBM

MUMBAI: Technology giant IBM today said Jet Airways has extended its contract to provide comprehensive solution for customer contact centre operations.

Under the agreement, IBM will provide contact center and back office services for the airline's 11 lines of business covering its domestic and international reservations, Jet Privilege program, cargo, re-issues, refunds and helpdesk services, it said.

The solution includes implementation of an Interactive Voice Response (IVR) system as well as advanced analytics technologies to provide increased revenue through insights gained while managing the contact centre.