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‘Next generation’ call centre solution revealed
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
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