Contact Centre
Our client is one of the world’s largest hotel and leisure companies operating under a range of luxury brand names with a little over 1,000 hotels, 300,000 hotel rooms, in more than 100 countries, and revenues of more than $5 billion in 2010.
Our client provides a centralized European customer service and reservations facility employing over 500 people and servicing customer requests in 13 different languages. The contact centre deals with customer enquiries around hotel and resort information, reservations, loyalty program member enquiries and general sales calls on a 24x7x365 basis. This operation is responsible for 20% of group revenue, and services the largest and fastest growing market for this client.
Capstone provides multi-platform support services on a 24x7x365 basis covering fault management, help-desk services, remote system monitoring, change requests and advice, onsite engineering services and manufacturer escalation.
In the summer of 2010, Capstone undertook a European first in deploying Avaya’s OEM Recording platform to specifically address PCIDSS compliance requirements within our client’s European Contact Centre operation. Capstone’s application development provided a solution whereby the ACR platform was integrated with the agent desktop, so that when the agent commenced input of credit card information, the call suspended recording. Once payment process was completed, recording then automatically recommenced. This enabled our client to meet the PCI compliance requirements with a solution that appeared seamless to their customers, and also their agents.
