Monday, December 22, 2025
One Point One Solutions has secured a new contract from Akasa Air to roll out an omnichannel Contact Centre as a Service (CCaaS) platform, designed to strengthen the carrier’s customer support operations and overall service efficiency. This move reflects the airline’s continued efforts to enhance the passenger experience as it rapidly expands its domestic and international footprint.
Through this partnership, Akasa Air will bring all customer engagement touchpoints—primarily voice and email—into a single integrated technology environment. By consolidating these channels, the airline will be able to streamline workflows and ensure faster, more consistent responses to passenger enquiries. Additionally, this unified setup will support real-time access to customer data, helping call center representatives deliver accurate and personalized assistance.
The new CCaaS platform will also include an advanced analytics layer. This capability will allow Akasa Air to track customer satisfaction levels, evaluate intent accuracy, and monitor call deflection trends. With better visibility into these performance indicators, the airline can optimize its support processes, address operational bottlenecks, and improve service turnaround times.
Since launching commercial operations in August 2022, Akasa Air has built a strong presence in the aviation market. The airline has already flown more than 22 million passengers within a short span, demonstrating rapid growth and customer adoption. Today, it operates a fleet of 30 Boeing 737 MAX aircraft and has placed firm orders for a total of 226 aircraft. Supported by this growing fleet, Akasa Air serves 30 cities across India and select international routes.
One Point One Solutions revealed the partnership details in a filing to the National Stock Exchange (NSE), as part of its compliance announcements. The deployment of the CCaaS solution is expected to be completed within the next few weeks, enabling Akasa Air to soon benefit from enhanced customer engagement capabilities.
Headquartered in Mumbai, One Point One Solutions is known for its business process outsourcing (BPO) and IT-driven service delivery. The company employs more than 5,600 professionals and provides outsourcing support to industries such as banking, retail, travel, and healthcare. Its client base spans India, the United States, the United Kingdom, and various other international markets, underscoring its global reach and multi-industry expertise.
By integrating this omnichannel CCaaS platform, Akasa Air aims to elevate passenger experience, speed up issue resolution, and gain deeper insights into customer behavior. Meanwhile, One Point One Solutions strengthens its portfolio of digital service offerings and further solidifies its presence in India’s fast-growing aviation ecosystem.
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