THOMAS COOK SCOOPS "EUROPEAN CALL CENTRE OF THE YEAR" AWARD TWO YEARS RUNNING WITH CHORDIANT'S CRM SOLUTION Monday 11 December 2000 PDF Print Thomas Cook Global & Financial Services has won 'European Call Centre of the Year' for the second year running at Call Centre Expo 2000. The award recognises best practice in use of Customer Relationship Management (CRM) technology, customer handling, telephone sales and support services, staff motivation, training, and working environment. Thomas Cook's use of Chordiant's Unified CRM solution to implement a high quality of customer service was a key factor in its win. Ian Rogers, Director of Thomas Cook Global and Financial Services' Customer Communications Centre, said "Chordiant was a major contribution to our overall success. Our win depended on excellence across all areas. The judges were very impressed by our ability to treat customers as individuals, the intelligence of our system, and high quality of service - all of which are enabled by Chordiant. Two key categories were Best Use of CRM and Best Use of Technology, and our excellence in these was a direct result of our use of Chordiant's Unified CRM solution." The European Call Centre of the Year Awards are among the most prestigious in the industry, with other large companies including Barclays Bank, Liverpool, Charles Schwab Europe and Compaq Dublin vying for top honours. Thomas Cook Global and Financial Services is the first company to win the award in two consecutive years. Neil Morgan, Marketing Director, Chordiant EMEA, said "Chordiant's success has been built on providing solutions for customers with extreme CRM requirements - typically organisations with millions of customers, who need an integrated view of customers across a variety of channels - from call centre, to web, or WAP. We are delighted that we are helping important customers like Thomas Cook to gain significant industry recognition for excellence, year on year." Thomas Cook Global and Financial Services' Customer Communications Centre offers a comprehensive travel assistance service comprising emergency, travel, financial and concierge services. Designed to assist both leisure and business travellers it is delivered through leading technology wherever you are in the world, 24 hours a day, 365 days a year. Located in Peterborough, the pan-global customer service centre has 250 agents who speak 30 languages. Ian Rogers concluded: "As we move forward, Chordiant will be crucial to maintaining our leadership position and excellence, through the flexibility it gives our business. The ease and speed with which we can add new services with Chordiant is vital for our ongoing success - this is the key factor for differentiating our services with corporate customers." The award was announced at the Call Centre Expo 2000 awards, organised by the leading industry magazine, Call Centre Focus, on Tuesday, 19 September 2000. About Chordiant Software, Inc. Chordiant (NASDAQ: CHRD) delivers a unified CRM solution for companies with extreme customer demands. Chordiant's solution is designed to solve the needs of complex businesses serving millions of individual customers with the objectives of retaining, growing and building lifetime customer value. Whether communicating by email, Web, telephone, or wireless access, Chordiant Unified CRM Solution provides a real-time, single view of each customer and a consistent, personalized message for every interaction. It includes a comprehensive business process engine, which allows companies to implement best business practices across multiple touchpoints. Chordiant empowers high-value contacts designed to retain customers, grow revenue and drive profits during every contact. The Chordiant system has been selected by several of the world's leading consumer companies, including Barclays, Direct Line, First USA Bank, General Motors, Halifax Card Services, Lloyds TSB and MetLife. Headquartered in Cupertino, California, Chordiant maintains regional offices in Chicago, Dallas, New York, London, Amsterdam and Munich. The company's Web site can be found at http://www.chordiant.com This press release was distributed by ResponseSource Press Release Wire on behalf of Pleon in the following categories: Consumer Technology, Personal Finance, Business & Finance, Computing & Telecoms, for more information visit https://pressreleasewire.responsesource.com/about.