IBM adds analytics to its Jet contract

Under the agreement, IBM will continue providing IT infrastructure but will also implement an interactive voice response system to improve service levels as well as advanced analytics technologies to provide increased revenue through insights gained while managing the contact centre.

“In order to improve service levels to its customers and reduce the recurring cost pressures in the aviation market, Jet was looking to transform their customer care and back-office functions while ensuring job continuity for its employees,” said Anuj Kumar, GM, IBM India Global Process Services.