Altéa Call Centre

Altéa Call Centre Get more from your call centre

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.

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

Main Altéa Call Centre features

Altéa Reservation Desktop Full Pack
  • Same core features as Amadeus' fully graphical sales office interface
  • Intuitive, efficient and customisable workflows
  • Access to a full range of travel related content
Custom Desktop
  • Displays ACD information and call status
  • Workflows and quality control can be customised to guide or enforce processes such as call answering scripts and cross-selling opportunities
  • Integrates with fax, email and GDS queues to allow agents to work on these channels when there are no incoming calls
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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.

Call Centre Desktop

Click to enlarge

Call Centre Desktop

Workflows adapted to the
customer's country of origin

Call information, queue status, customer profile and PNR details all clearly displayed

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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.

  • 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

  • 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

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Who can use it?

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

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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.

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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
  • 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
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