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
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
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
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