Thomson Holidays, a large global vacation brand, was facing intense competition from internet based vacation businesses, and considered their high street presence as a key differentiator. They identified a requirement to virtualise their disparate call centre estate in order to improve their call-to-agent functionality.
Connect, working with Cable & Wireless (previously Energis), provided technical expertise to design and implement the virtual call centre. The challenge was to keep the Thomson Holidays high street presence while reducing costs. Utilising the customer’s existing virtual call centre architecture, together with integration between the Genesys call centre and Avaya telephony platform, Connect delivered an innovative solution enabling store-based staff to become part of the virtual call centre estate.
The project deliverables enabled the customer to close three of its largest call centre sites without detriment to its overall operation. This resulted in considerable cost savings.