Chordiant Software and SHL Systemhouse have provided Thomas Cook with the technology to launch its most ambitious call centre service to date.
Thomas Cook Global Services promises to give business customers worldwide 24 hour travel assistance including emergency, legal, medical services, emergency cash and ticket replacement on a single telephone call. The service currently covers around 30 languages, but will be expanded to 43 languages, including 13 dialects of Chinese.
Business customers include the Hong Kong Shanghai Bank, although Thomas Cook promises the service will be available to consumers by the end of the year. By combining telephone and computer technology Thomas Cook will be closer to its customers, according to Mike Hughes, CIO of Thomas Cook Global Services. "We can go to major employers and offer a complete travel service that moves with them. Wherever you are in the world you can call one number and talk with somebody who speaks your language and knows your culture.
"The call centre market is still characterised by complexity and product fragmentation," Hughes continued. "The Chordiant/Systemhouse partnership was rare in that it could offer customers something other than expensive custom-built solutions which though complex offer a far from complete solution."
"The Thomas Cook implementation shows how quickly the vision (of integrated customer interaction centres) can become a reality for companies contemplating such transformations," said Scott Ross, president and COO of SHL Systemhouse.
"When we compare Thomas Cook Global Services call centres against the patchwork of independent call centres that many companies have today, it seems obvious that unified centres are the wave of the future."
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