The answer lies in the world's most ambitious call center to date. It's thanks to the underlying technology that it was possible. The service's epicenter performs complicated tasks - like integrating database technology with intelligent telecommunications to register a caller's nationality and exact position. The company wanted to build a system that would be ready to go live in just eight months. Chordiant Software's Customer interaction solution was selected as the call center software solution.
Most call centers are complex, expensive and time consuming to implement.
Using Chordiant, the Thomas Cook Global Services Center was built in eight months rather than the three years that would otherwise be the norm. Personalization Satisfied that its suppliers would meet the implementation deadline, the business architects at Thomas Cook had three additional and equally important business objectives to fulfill. First, they wanted to improve customer satisfaction by getting closer to their customers. Second, they wanted to create business value for the company by maximizing the value of every customer interaction. And finally, they wanted to increase the lifetime value of each customer.