Project Management: Implemented IVR and Payment Gateway for Malaysia Airlines (MAB)  

Project Overview

This project involved the end-to-end design and implementation of an Interactive Voice Response (IVR) system integrated with a secure payment gateway for Malaysia Airlines Berhad (MAB). The objective was to enhance customer experience, streamline call routing, and enable automated payment processing via the IVR system. The project covered frontend and backend development, ensuring seamless integration with existing airline infrastructure, and facilitating real-time transactions for various customer service requests. 

Key Responsibilities & Contributions 

• Led the IVR Development: Designed the call flow architecture, incorporating self-service options, payment processing, and customer verification mechanisms.
  
  

• End-to-End Project Management: Oversaw the entire implementation cycle, from requirement gathering and vendor coordination to deployment and testing.
  
  

• Stakeholder Collaboration: Engaged with ICT teams, external vendors, Quality Assurance (QA), and Customer Service (CS) operations to ensure smooth execution.
  
  

• User Acceptance Testing (UAT): Defined and conducted comprehensive UAT cycles, identifying and resolving system gaps before production rollout.
  
  

• Seamless Payment Gateway Integration: Ensured secure and PCI-compliant transactions through the IVR system, enhancing customer convenience.
  
  

• Multi-Region Support: Implemented IVR solutions across multiple geographies, including Malaysia, Japan (JAL Transfers), and premium customer service lines.

Project Challenges & Solutions

• Challenge: Ensuring seamless IVR call flow while integrating payment processing capabilities.

  • 1. Solution: Designed an optimized menu structure with intuitive navigation, allowing customers to complete transactions without agent intervention.

• Challenge: Coordinating with multiple departments and external vendors to ensure a smooth launch.

  • 1. Solution: Established a structured communication framework, conducting regular meetings and progress updates to align stakeholders.

• Challenge: Maintaining high security and compliance for payment processing via IVR.

  • 1. Solution: Implemented encrypted data transmission and multi-layer authentication to protect customer financial data.

Outcome & Impact

• Reduced Call Handling Time: Customers could complete routine transactions via the IVR without requiring an agent, improving service efficiency.

• Enhanced Payment Security: Secure IVR-based payment processing minimized fraud risks and ensured compliance with industry standards.

• Improved Customer Experience: Self-service options led to faster query resolution, increasing customer satisfaction and loyalty.

• Operational Efficiency: Automated call routing and self-service features reduced workload on customer service agents, allowing them to focus on complex queries.

Technologies & Tools Used

• IVR Development Platforms: Genesys

• Payment Gateway: Secure PCI-compliant transaction processing

• Integration Frameworks: API-based connectivity with airline CRM and booking systems

• Testing & Monitoring: UAT scripts, real-time monitoring tools for IVR performance