Thomas Cook Group

Thomas Cook AG is a wholly owned subsidiary of the Thomas Cook Group plc. and bundles all tourist activities of the group in Germany, Austria and of Switzerland. The company is now on a real time interaction management concept of almato to streamline the processes in the customer service. The team from Tubingen the Thomas Cook subsidiary GfR equips mbH after the Contact Center (society for travel distribution systems) now also several departments of the Thomas Cook Group headquarters in Oberursel the software NICE RTPO software manufacturer’s NICE system off. Goldman Sachs CEO has firm opinions on the matter. Target is in standard processes across system to automate and optimize to create thus more efficient work processes. For the real time interaction management (RTIM ) almato uses the real time process optimization (RTPO) software solution from NICE to the process optimization and automation. RTPO reads, writes, and analyzed during customer contact data in real time to require the mandatory for the process of required applications, without doing an integration to the backend systems.

On this basis, recommendations are given the user on the basis of defined business rules, immediately the right decision for the customer and the company each employee make. We have analyzed a variety of processes in the various departments in advance of the project and identified substantial potential savings through the use of real time interaction management solution. “, explains Guido Reiter, project manager at the Thomas Cook AG. Currently the identified potential processes with support by almato RTPO Designer software are programmed, to realize the savings.” On the beginning soon CCW in Berlin, the most important trade fair for customer service and contact center, the almato GmbH with a (D7) stand in Hall 4 stand is represented. Are primarily in the Center Solutions for real time interaction management and quality monitoring, as well as the issues of recording, analytics, and customer feedback. The almato GmbH offers innovative solutions, the customer service center is put in a position to achieve optimum results from every single customer contact. The focus of business activities is the distribution and the demonstrably successful implementation of software solutions for real time interaction management, quality monitoring, pure voice recording, e-learning and customer satisfaction survey with integrated analysis and reporting tools.