Amadeus last month announced the launch of a new solution to help travel management companies, travel agencies and airlines manage business and leisure call centers more efficiently.
The new Amadeus Call Centre Solution allows travel companies to operate a fully automated, truly multinational call center. Amadeus has developed its “Dynamic Desktop,” which integrates with caller identification technology to present the call center operator with a screen tailored to the caller’s location.
For example, a caller from Sweden is offered content specific to the Swedish market to complement the global content available; the next caller, from, say, Italy, is offered Italian content.
With innovations such as this, and features that allow call center operators to respond to calls much more quickly, Amadeus says this gives fresh impetus to the industry’s transition to more efficient call center operation.
It says that in recent years travel management companies have centralized customer service operations, replacing “implants” based at the client’s office with a regional call center. However, Amadeus knows that the customer must receive the same level of service as he would from his local office. And by facilitating the transition to a more efficient call-center model, combined with added productivity tools, Amadeus says its new Call Centre Solution helps to cut costs by a further 30%, and allows the call center to deliver the same level of personalized service.
The GDS system says its new solution provides a single integrated platform from which agents can serve customers across multiple markets, with dynamic access to local content, instant caller identification and integrated profile management.
As well, it says the unique, Amadeus-developed “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.
The Call Centre Solution is based on Amadeus Selling Platform (Vista), customized by Amadeus consultants to each call center’s working environment. The solution gives travel companies the power to customize their offer for each corporate customer and to each country they operate in, while maintaining global standards of service.