Altéa Call Centre overview

Altéa Call Centre integrates Altéa Reservation Desktop with any chosen Computer Telephony Integration (CTI) application to create an extremely flexible and efficient call centre solution.

The working environment of the call centre agent is instantly matched to the customer's country of origin, enabling consistent service delivery and offering you the ability to manage demand between call centres.

Fully customisable workflows and quality control processes ensure consistent delivery of market-based services, regardless of the location of the call centre.

Graphical user interface

Altéa Call Centre cleverly integrates the Altéa Reservation Desktop interface with any selected CTI application to provide a flexible and efficient working environment for call centre staff.

Business impact

With Altéa Call Centre, you can not only enjoy the productivity, customer satisfaction and revenue benefits delivered by Altéa Reservation Desktop, but also deliver consistent customer service across multiple markets and make more efficient use of your call centre resources.

• Optimise call centres

  Dynamic switching between different markets makes it easy to level workloads between call centres as well as to centralise call centre operations
  Reduce call centre costs

• Higher productivity

  Empower sales agents through streamlined processes, more efficient workflows, seamless integration with external applications and content sources, and benefit from built-in quality control
  Reduce processing time by about 20%

• Customer satisfaction

  Provide consistent customer service in all markets, speed up the booking process and provide a one- stop shop for all travel related purchases
  Increase revenue from repeat customers

• Increased revenue

  Easy access to a full range of GDS content and intuitive workflows to book non-air content
  Increase revenue per booking

• Reduced costs

  Intuitive interfaces reduce training costs and the impact of high staff turnover

• Efficient IT model

  Browser-based technology reduces system-maintenance costs
  Reduce total cost of ownership

Who can use it?

Altéa Call Centre can be used by any airline which uses Altéa Reservation.

Implementation

Altéa Call Centre uses the browser-based Altéa Reservation Desktop, which means it can be installed simultaneously on several reservation terminals. Implementation can be controlled down to terminal level.

This application requires nothing more than standard desktop PCs running Windows and Internet Explorer, and is accessible via the Internet.

Implementation of telephony-related functionalities will be co-ordinated between Amadeus, your own staff and external telephony specialists.

Amadeus offers unique and highly experienced implementation teams who provide project management, technical and functional training as well as consulting services to ensure successful integration into your technical and business environment.

Why take Altéa Call Centre?

• Reduce call centre costs through centralisation and load sharing
• Deliver consistent service across all direct channels and in all markets
• Increase sales agent productivity dramatically
• Sell more, via fast access to a full range of GDS content and third party travel partners
• Minimise errors and omissions in bookings
• Reduce training costs
• Benefit from perfect integration with Altéa Reservation and external website content