SUCCESS STORY: JETSTAR AIRWAYS Jetstar Airways leverages cloud services and Genesys to drive growth Genesys and engage help deliver superior customer experience with a cloud-based solution Jetstar Airways is the fastest growing airline Jetstar’s commitment to customers is to provide in Australia and Asia. It operates in the budget the best flight experience for the best price, and travel sector and places a high value on customer to make every part of the customer experience service. Part of its charter is to ensure that uncomplicated, pleasant and enjoyable. Jetstar also customers are always well informed, and that its ensures that customers are always well informed, Customer: Jetstar Airways contact center operations handle all customer and sets out to handle all customer interactions in a Industry: Transportation interactions in a helpful, fair, open and consistent helpful, fair, open and consistent manner. Employees: 7000 manner. The cloud-based Genesys customer International destinations: 28 contact center platform, developed in partnership For several years, Jetstar had used an with local partner ENGAGE, provides a reliable outsourcing agreement with an Australian call Challenges: Software as a Service (SaaS) solution. center service provider to manage its bookings • Flexibility to allow the introduction of and customer service. However, it realized that it new services, languages, countries and was tied to that single supplier, so could not take additional resources quickly and easily Providing superior service advantage of better rates offered by alternative into its call center network suppliers. Even more critically, it needed to be • Enable rapid deployments to additional Jetstar Airways operates in the budget travel able to introduce new services, languages and contact centers and new resources to sector, and is highly profitable. Also, it places a additional resources quickly and easily, and the optimize customer service delivery high value on customer service and the overall current arrangement was simply not flexible • Ensure consistency across multiple customer experience. While most airlines look enough. As Jetstar currently takes bookings in contact centers and multiple languages to maximize yield by keeping space to a bare English, Mandarin, Cantonese and Japanese, it to ensure better customer satisfaction minimum, Jetstar seeks innovation to reduce decided to search for a contact center solution costs. That search for innovation includes that would enable the company to consistently optimizing how it runs its contact centers and provide superior service to its customers. other customer service functions. SUCCESS STORY: JETSTAR AIRWAYS Cloud-based solution says. “The limitation on using new features in this model is not ‘when do they pay for it’, it’s ‘when Solutions ENGAGE has developed a cloud-based customer are they ready to use it’.” On-demand Contact Center Services to contact platform using Genesys software, which approximately 750 agents starting with it deploys to its customers on a Software as a This approach follows ENGAGE’s determination 4 contact centers based in Australia and Asia Service (SaaS) basis, meaning that customers not to provide what Panozza terms “static effectively rent the solution by the month, paying solutions” to customers operating in highly Products include: for as many seats as they need. The ENGAGE dynamic competitive environments, such as airlines, and means that Jetstar is able to roll out • Genesys CIM High Availability Platform is the result of combining best-practices, new customer services, such as allowing check- • Genesys Solutions for Virtual Customer Service reliable and proven Genesys customer service in from mobile phones and issuing boarding • Genesys Inbound Voice software, with the collective knowledge, creativity and experience of its contact center engineers passes via SMS, almost instantly. What’s • Genesys Outbound Voice and solution architects. more, Jetstar will also open Skype as an extra • Genesys Interaction Work¬space voice channel. • Genesys Orchestration The platform is provided as a hosted, ready-to- “The majority of Jetstar’s bookings come through • Genesys Info Mart use service and is accessed by Jetstar on a utility the Internet, and the contact center deals mostly • Genesys Workforce Management (WFM) basis—removing the need for upfront capital with people calling from mobile phones,” says • Genesys Voice Platform (GVP) expenditures, or ongoing maintenance and upgrade costs. This means that it can be made Panozza. “In environments such as these, • Nuance Open Dialogue Speech Recognition available on clients’ premises, partner facilities, you have to be able to respond to customer onshore, offshore or even remotely (at home). requirements instantly. We use Genesys Voice Platform, which is a key component of the Aaron Panozza, Managing Director of ENGAGE, Nuance speech recognition functions, to instantly explains some of the advantages of the ENGAGE route the call to the right agent together with platform approach, “We have worked with all associated information in a screen pop. Genesys software for nearly 15 years, and at The agent is therefore immediately aware of several companies. We know what it is capable everything that’s going on with that inquiry or of and, in our opinion, it is the best contact center booking, and can resolve it quickly and without solution on the market. The Genesys architecture stress to either them or the customer.” is game changing. It lends itself to hosting and cloud deployment, and the functionality means Jetstar is now using Genesys Workforce that we can implement it in a way that helps Management to ensure it has the right resources agents do their job well, rather than constrain available at the right time in its contact centers them with a bunch of rules. So, to produce our and it also uses Genesys to dynamically manage SaaS offering for Jetstar, we clearly needed to the trunk capacity at peak times so that no put Genesys at the heart of the platform.” contact center becomes overwhelmed by call volumes. “Orchestration is important here in The Genesys architecture enables very cost ensuring that the customer knows how long they effective virtual customer services so that should expect to wait” ENGAGE can deploy its solution anywhere there is a data connection, and the Genesys Hosted Platform Edition (HPE) high availability platform The flexibility of hosted provides high capacity, and makes the solution solutions fault tolerant. This tolerance has proved very important in a region that, just recently, has seen The Jetstar project started with a four month two major earthquakes in New Zealand, cyclones sales cycle that saw ENGAGE competing against and floods in Australia, volcanic eruptions in the likes of Cisco and Avaya. One of the key Indonesia and Chile, and the earthquake and advantages that ENGAGE had was how rapidly tsunami in Japan “Throughout all that, Jetstar it could roll-out its solution. “Jetstar had access kept flying,” says Panozza. almost straight after they signed the contract,” says Panozza. “The others were proposing ‘stand still’ solutions with long and complicated build Fast rollout, immediate and rollout programmes, but Jetstar is constantly improvements seeking improvement, and we could give them everything they wanted as soon as they were Panozza’s company also takes a different ready to take it.” approach to rolling out new services to clients. “When a customer such as Jetstar signs up, they immediately have access to everything,” he SUCCESS STORY: JETSTAR AIRWAYS “The Genesys architecture is game changing. It lends itself to hosting and cloud deployment, and the functionality means that we can implement it in a way that helps agents do their job well, rather than constrain them with a bunch of rules. So, to produce our SaaS offering for Jetstar, we clearly needed to put Genesys at the heart of the platform.” Aaron Panozza, Founder and Managing Director of Engage, Providers of Jetstar’s Contact Center ‘On-demand’ Software Services This flexibility meant that Jetstar was recently able to open a new 200-agent contact center in RESULTS the Philippines within weeks, simply by deploying the ENGAGE platform built on Genesys solutions. “The only way to roll-out software that quickly Business partner is the cloud” says Panozza. “It also means that ENGAGE has developed a cloud-based customer you only have to build it once, and any changes On-demand contact platform using Genesys software. The you make are instantly reflected across the service enabled a cost effective virtual platform is provided as a hosted, ready-to-use whole user organization. Jetstar could use our customer service service and is accessed by enterprises on a utility implementation of Genesys software as soon basis—emoving the need for upfront capital as they were ready for it” expenditure and exorbitant, ongoing maintenance and upgrade costs. ENGAGE is based in Increased Melbourne, Australia. www.letsengage.com.au customer satisfaction by ensuring faster Next steps service delivery Jetstar has clearly taken-off in Australia and Asia with consistent growth and profitability—not just by offering low prices, but by providing Cost savings excellent customer service. It is constantly passed to customer based on management seeking new ways of doing things, whether in efficiencies the air—by rolling-out Apple iPads as its in-flight entertainment platform, for example—or within its booking and customer service functions. The expansion of existing contact centers and the addition of others is also on the cards, and ENGAGE confidently predicts that it will only take weeks, or even just days, to rollout its customer service software platform to these new resources. As Aaron Panozza, Managing Director, Engage, concludes. “ A low-cost airline needs its suppliers to offer the best possible value so it can pass this on to its customers. Services need to be inexpensive, but also excellent. Genesys helps ENGAGE deliver the software platform that in turn allows Jetstar’s contact centers to do precisely that.” ABOUT GENESYS Genesys® powers more than 25 billion of the world’s best customer experiences each year.