BACKGROUND: Thomas Cook is one of the world's leading providers of travel and financial services, with a global "footprint" of over 100,000 outlets. The company recently launched a new business unit, Thomas Cook Global Services (TCGS), to provide a worldwide network of travel and financial services offering one-to-one service via call centers serving 139 countries. To support this effort, we sought a technology solution capable of personalizing interactions based on the language, personal preferences and business value of each customer.
PLATFORMS: Chordiant Customer Communication Solution (CCS) is available on Java, Windows NT or 95 clients and Windows NT or UNIX Servers. It includes built-in support for all major databases, including CICS, DB2, Oracle, Informix, Sybase. It also supports all major telephony and call center products from companies such as Genesys, Lucent, Nortel, Siemens.
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