CASE

STUDY
MakeMyTrip.com achieves 99.99% uptime
with Avaya’s Contact Centre Solution
Challenge
MakeMyTrip.com wanted to expand its 25-seat Contact
Centre to 250 seats. Its key challenge was to find a solu-
tion that would keep its online business running 24x7
and deliver a complete customer experience. MakeMyTrip.
com needed a reliable, robust and expandable solution to
support its growth while still remaining cost effective and
profitable.
Solution
At least four key solutions formed the pillars of the Avaya
Intelligent Communications strategy for MakeMyTrip.com.
These included the Avaya Call Management System (CMS),
a recording platform, a Wall Board to provide a complete
view of the centre and agent availability and a standards-
based, resilient and modular IP telephony offering.

Value Created

• Optimize the efficiency and productivity of its Contact Centre by allowing it to increase call volumes without adding
staff, thus keeping a close control on costs

• Enhanced customer experience and increased customer satisfaction with system availability of 99.99%

• Improve staffing, call flow and service levels, thereby winning customer loyalty

• Faster decision making with regards to redistributing resources to calls

• Leverage historical data to develop new and improved procedures that help increase performance and minimize costs

A company that pioneered the online travel industry
in India, MakeMyTrip.com was launched in 2000, to
cater to the booming “USA to India” travel market.
It empowered non-resident Indians (NRIs) with the
unmatched convenience of a 24x7 online travel portal
and travel consultancy support. A niche-focused com-
pany, MakeMyTrip.com launched its India operations in
September 2005, after six successful years in real-time
booking of flights, hotels, holidays and car rentals in
the US. Today, MakeMyTrip.com is the premier travel
website in the “US to India” market, commanding a four
percent share of the 4,500 crore (US$ 1 billion) NRI
business.
MakeMyTrip.com crossed Rs. 562 crore (US$ 125 mil-
lion) in revenues in the current fiscal year (2006-2007),
a jump of 180 percent over its revenues in the previous
year. It also acquired one million customers in 2007.
The projected turnover for the 2007–2008 fiscal year is
expected to be around Rs. 1260 crore (US$ 280 mil-
lion), representing a revenue growth of 124 percent.
Challenge: Meeting the stringent 24x7
criteria
When the company first began operations in 2005, the
online travel market in India had barely commenced and
customers needed a strong value proposition from online
travel companies.
MakeMyTrip.com realized early in the game that a robust
converged communications infrastructure would be
required to fuel a 24x7 business that is centred on an
“always on, always available” service model.
The company was facing issues with the hardware and
services provided by its existing vendor, an Avaya com-
petitor. Growing its business, centred on the sale of
competitive airline tickets through the online platform,
would be a challenging task.
avaya.com
2
Solution: Multi-dimensional offerings
for varied needs
MakeMyTrip.com decided on an Avaya Contact Centre
solution deployed by Avaya GlobalConnect (AGCL). For
the 25-seat domestic facility, the company went in for
a Prologix model, the lowest scalable product avail-
able within the AGCL show window. Despite this mod-
est beginning, the company’s operations began to grow
steadily, adding around 10-15 seats every quarter from
the year the system was first implemented.
Its ever-expanding operations prompted MakeMyTrip.
com to decide on upgrading its system and enhancing
its functionality in 2006. The Company’s operations
had expanded by then and it needed to upgrade from
Prologix to the most scalable and superior Contact
Centre Product, the Avaya S8720 server.
“MakeMyTrip.com needed a solution which was scalable,
expandable, multi-locational (across four cities), reliable,
redundant and always up and running,” commented Ketan
Shah, BU Head- Contact Center, AGCL.
MakeMyTrip.com was invited to AGCL’s customer
Studio in Mumbai, to gain first hand experience of
the solution it was looking for. The Avaya team at the
Customer Studio analyzed the business requirements of
MakeMyTrip.com and designed a solution incorporating
numerous components from Avaya and its technology
partners.
As a business enhancing solutions provider, AGCL
undertook a detailed study of the MakeMyTrip.com envi-
ronment, before suggesting a complete and integrated
Intelligent Communications solution for the company’s
250-seat Contact Center.
“To begin with, AGCL offered us the Avaya Call
Management System (CMS), an operational effectiveness
solution for integrated analysis and reporting. The aim was
to help us keep in touch with virtually everything going on
within our Contact Centre, evaluate the performance of an
agent, a group of agents, a single contact centre or multiple
locations around the world. It provided us with robust, real-
time monitoring and historical reporting capabilities,
including custom reporting, task scheduling, exception
notification, among others,” informed Sachin Bhatia, COO
and co-founder of MakeMyTrip.com
“We offered them the CMS with its reporting tool, to get
an insight into the entire call data. MakeMyTrip.com was
receiving over 20,000 calls a day and these needed to be
monitored extensively for quality,” added Ketan Shah.
The call recording solution gave MakeMyTrip.com the
ability to undertake recordings on demand and saving
these records in files that can be sent across via email.
The call recording and quality monitoring solution also
allowed the customer to track and analyze specific calls.
Among the support functions included were total
recording for compliance and interaction analytics
purposes, selective recording of identified calls and
recording on demand for quality monitoring.
“The system was particularly useful for recording calls that
involved financial transactions by customers,” Ketan Shah
said.
Additionally, MakeMyTrip invested in a display solution
from Avaya, a Wall Board, to provide the complete
status of the call centre such as calls in queue, number
of engaged agents, and number of free agents. The Wall
Board is currently also being used by the company to
pop up special messages and greetings for its
employees.
Finally, MakeMyTrip.com implemented IP telephony in
its Contact Centre to build a converged voice/data
foundation that was reliable, efficient and able to
support the new communications capabilities to drive
innovation and profitability. The goal was also to
embrace a platform that would enable the company to
go multi-location, with just the addition of the IP phones
and no major expenditure on infrastructure investment.
The Benefits: Higher efficiency,
productivity and profitability
The Avaya solutions for MakeMyTrip.com have brought
the company a host of benefits. For instance, the CMS
solution has helped to optimize the efficiency and
 avaya.com

To begin with, AGCL offered us the Avaya Call Management System (CMS), an
operational effectiveness solution for integrated analysis and reporting. The aim
was to help us keep in touch with virtually everything going on within our Contact
Centre, evaluate the performance of an agent, a group of agents, a single contact
centre or multiple locations around the world. It provided us with robust, real-time
monitoring and historical reporting capabilities, including custom reporting, task
scheduling, exception notification, among others.

– Sachin Bhatia, COO and co-founder of MakeMyTrip.com

productivity of its call centre by enabling it to increase
call volumes without adding staff, thus keeping costs
under control.
MakeMyTrip.com’s Contact Centre has also delivered an
enhanced experience for its customers through faster
response time, higher service levels and a 99.99%
uptime. With the Avaya solution, it is now possible
to route calls to specifically skilled agents, who have
expertise in areas such as ticketing, travel packages,
hotels, etc. Having agents that are always available to
take customer calls and can respond quickly to customer
demands has led to increased customer loyalty.
Additionally, the operational effectiveness of the CMS
solution has given MakeMyTrip.com the ability to
monitor and analyze key performance indicators in
the Contact Canter, from wait times to average answer
speeds and percentage of abandon calls.
The IP solution has improved productivity and efficiency
for MakeMyTrip.com. “With our IP solution and simple
intuitive GUI, users can access a wide range of applica-
tions, initiate recording on demand for compliance, risk
management, quality assurance and best practices from any
Avaya IP telephone. They can insert valuable business data
(such as requests to open new accounts) directly from the
phone during a call and playback last recorded calls. It is
also possible to send recorded calls by email to supervisors,
compliance officers or security units, and keep or delete
specific calls from beginning to end,” Ketan Shah added.
The business improvements seen by MakeMyTrip.com
had resulted in the company being able to recruit and
retain top agents in the field, thus supporting business
continuity. Within the company itself, the reporting
platform has created a great system which helps
monitor the quality of the agents, assesses their
performance and sets the benchmarks they must
aspire to.

“Using real-time information, the Avaya CMS is arming us

The Avaya portfolio of solutions has helped MakeMyTrip.
with the ability to make on-the-fly decisions to redistribute
com strengthen its number one position in the online
expansive human resources, or redirect calls. We can even
leverage historical data to develop new and improved travel services marketplace and retain its edge in the
procedures that are helping us increase performance and area of Customer Responsiveness.
minimize costs,” said MakeMyTrip.com’s Sachin Bhatia.
avaya.com

ABOUT MakeMyTrip.com
MakeMyTrip.com was launched in the year 2000 for the booming ‘USA to India’ travel market. It empowered NRIs with
unmatched convenience of a 24x7 online travel portal and travel consultancy support. Since its inception, it has been growing at
a fast pace to emerge a the foremost travel website in the US to India market. MakeMyTrip.com commands a 4% share of this
NRI market, which is pegged at Rs 4500 crore (USD 1 billion).
MakeMyTrip.com crossed Rs. 562 crores (USD 125 million) in current fiscal year, which is approximately 180% growth from last
year’s registered sales of Rs. 200 crores (USD 42 million). They also acquired 1 million customers in 2007.

ABOUT AVAYA GlobalConnect

Avaya GlobalConnect Limited is a leading enterprise converged communication solutions provider in India. Its offerings range from
converged voice, data and video networks to contact center solutions to unified messaging solutions, and customer services. It is a
dominant player in the contact center market and provides best-in-class converged communications products and solutions. Avaya
GlobalConnect has strategic alliances with systems integrators such as IBM, HP, Netsol and Servion. For more information about
Avaya GlobalConnect, please visit its website: www.avayaglobalconnect.com

About Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace
advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya
solutions for IP Telephony, Unified Communications, Contact Centers and Communications Enabled Business Processes.
Avaya Global Services provides comprehensive service and support for companies, small to large.
For more information visit the Avaya Web site: http://www.avaya.com.

Applications Systems Services

• Avaya Call Management System • Avaya S8720 Server • Avaya Glogal Connect
(CMS) Wall Board

All statements in this Case Study were made by Sachin Bhatia, Chief Operating Officer and co-founder,
MakeMyTrip.com

© 2008 Avaya Inc. All Rights Reserved.

Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered
in certain jurisdictions. All trademarks identified by ®, TM or SM are registered
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All other trademarks are the property of their respective owners.
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