‘Next generation’ call centre solution revealed

Wednesday, 17 Jan, 2006 0

Amadeus has developed new technology which is claimed to cut call centre costs for travel companies by up to 30%.

Designed for use by travel management companies, travel agencies and airlines, Amadeus Call Centre Solution helps manage business and leisure call centres more efficiently, according to the GDS.

Call Centre Solution is based on Amadeus Selling Platform (Vista), customised by Amadeus to each call centre.

It allows travel companies to operate a fully automated, multinational call centre through the development of the ‘Dynamic Desktop’. This integrates with caller identification technology to present the call centre operator with a screen tailored to the caller’s location.

The Dynamic Desktop supports several desktop configurations on a single platform, allows multiple office IDs to operate concurrently and gives access to local travel providers on a country-by-country basis.

“With innovations such as this, and features which allow call centre operators to respond to calls much more quickly, Amadeus gives fresh impetus to the industry’s transition to more efficient call centre operation,” the company said.

“By facilitating the transition to a more efficient call-centre model, combined with added productivity tools, Amadeus Call Centre Solution helps to cut costs by a further 30% and allows the call centre to deliver the same level of personalised service.”

Amadeus multinational customer group vice-president Gillian Gibson said: “Four of the top five travel management companies and the world’s leading online travel agencies use Amadeus technology in their call centres.

“The solution announced today represents the next generation of call centre solutions which will help existing and new customers operate efficient and personalised multi-national call centres.”

Report by Phil Davies

Phil Davies

ECOMMPAY is an international payment service provider and direct bank card acquirer, engineering bespoke payment solutions for clients worldwide. Our...

At Wilderness Safaris we believe in creating life-changing journeys and have been doing so for over 39 years. Our purpose...

Princess Hotels & Resorts is a hotel chain specialising in holiday and urban hotels located in first class tourist destinations,...

Why Avalon Waterways: Happiness flows on an Avalon river cruise. From Asia to South America and Europe to the Nile,...

City Cruises is a leading operator of sightseeing, dining and charter services operating in London, York and Poole. We offer...

ITB Asia, Asia’s Leading Travel Trade Show, is an annually held B2B trade show and convention for the travel industry; it is designed...

We are a small-group adventure travel operator offering more than 750 tours in 100 countries, on all seven continents. Our...

Home to America’s Best Beaches, a vibrant arts community and amazing outdoor experiences, St. Pete/Clearwater is a sunny destination that...

Air Transat is Canada’s number one leisure airline. It flies to some 60 international destinations in more than 25 countries...

The Oregon Tourism Commission, dba Travel Oregon, works to enhance visitors’ experiences by providing information, resources and trip planning tools...

To say Sweden is fit for a fairy tale is not overstating it—the palaces dazzle, the boreal forests are brimming...

Swallows and Amazons is a Brazilian adventure tour company run by the husband and wife team of Tania and Mark...

Consisting of the three Maritime provinces of New Brunswick, Nova Scotia, and Prince Edward Island as well as Newfoundland and...

Hilton is a leading global hospitality company with a portfolio of 22 world-class brands comprising nearly 7,300 properties and more than 1.1 million rooms, in...