Amadeus launches new Call Centre Solution

Amadeus has launched a major new solution to help travel management companies (TMCs), travel agencies and airlines manage business and leisure call centres more efficiently.

Amadeus Call Centre Solution allows travel companies to operate a fully automated, truly multinational call centre. Amadeus has developed the unique “Dynamic Desktop” which integrates with caller identification technology to present the call centre operator with a screen tailored to the caller’s location. For example, a caller from the Philippines is offered content specific to their market to complement the global content available; the next caller, from, say, Thailand, is offered Thai content. 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.

In recent years TMCs have centralised customer service operations, replacing “implants” based at the client’s office with a regional call centre. But the customer must receive the same level of service as he would from his local office. 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.

Call Centre 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. 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.

Call Centre Solution is based on Amadeus Selling Platform (Vista), customised by Amadeus consultants to each call centre working environment. The solution gives travel companies the power to customise their offer for each corporate customer and to each country they operate in, while maintaining global standards of service.

“With Asia being a natural selection for call centre location, the Amadeus Call Centre Solution is set to provide Asia-based travel management companies with premium Amadeus technology for their call centres in the region. The solution represents the next generation of call centre solutions which will help existing and new customers operate efficient and personalised multi-national call centres with the flexibility to solve diverse contact centre challenges,” said David Brett, President Amadeus Asia Pacific.

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