It's thanks to the underlying technology that it was possible. At the service's epicenter is a sophisticated call center that 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 for the job. Their decision to work with MCI Systemhouse as the systems integrator was prompted by MCI's promise to get the system up and running within their target timeframe.
Most call centers are complex, expensive and time consuming to implement.
But MCI recommended Chordiant Software, a rare supplier that could offer something other than an expensive custom-built system. Unlike current competitive products, there are only two elements within Chordiant that require customization. Using Chordiant, the Thomas Cook Global Services Center was built in eight months rather than the three years that would otherwise be the norm. As the rules were being written in the UK, the software development was carried out in the US at virtually the same time. 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.