With over 19.1 million annual customers, providing high-quality service across its international customer base is a critical element of Thomas Cook Group’s ethos, with the company employing numerous multi-lingual agents to handle holiday representative contacts, or frontline enquiries about holiday details.
However many of Thomas Cook’s sites were only equipped with in-country, on-premise PBX systems which would typically only be contacted in the national language. These systems were unable to handle huge volumes of traffic received, and they also lacked the intelligence to efficiently deliver enquiries to agents with relevant language skills.
CONTACT was deployed to deliver iACD® (Intelligent Automated Contact Distribution) logic, determining the best agent for each inbound enquiry, regardless of channel, and matches contacts from any country to agents with appropriate language skills, regardless of whether the agents are based in Thomas Cook sites in Palma, Crete or Turkey. storm processes any volume of demand, enabling Thomas Cook to deliver enhanced, personalised customer service.
In a PSTN-pairing configuration, CONTACT replaced the existing PBXs, enabling agents to continue using their phones. At the same time, the storm Desktop Task Assistant (DTA®) enables these agents to handle SMS, call logging and other channels on their desktops, providing relevant customer information in a pop-up.
Ramona Schwahn, Project Manager at Thomas Cook Group, commented:
“storm has enabled us to maximise the value we get from our multi-skilled agents, without forcing us to rip-and-replace our existing infrastructure. Through engaging across multiple channels with improved routing logic we can make each interaction count for more, ultimately increasing our efficiency and our customer satisfaction.”