Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

News : Impact of Thomas Cook Closure Across Falkirk District, Including a Larbert Call Centre

#contactcenterworld, @ThomasCookUK

Falkirk, UK, Sept, 2019 -- Staff and customers of troubled travel agents Thomas Cook were devastated at this week’s announcement the company had ceased trading.

Employees at the branch in Falkirk’s High Street received the shock news morning that they were out of work, many of them after years of service with the firm.

Meanwhile, holidaymakers already abroad had their travel plans thrown into uncertainty, while those across the district who had already booked for future trips were told that they would have to apply for refunds.

There were also concerns about the future of jobs at the Larbert call centre run by Webhelp which dealt with calls for the travel agent.

Although the staff have been sent home as there is no work for them, Webhelp bosses say they will be paid.

It is also hoped to redeploy them within the business.

Thomas Cook went into administration in the early hours of Monday morning after bosses were unable to raise a financial rescue package or a government bailout.

More than 9000 people in the UK were immediately put out of work and including those working abroad the number affected is understood to be 22,000.

While news of the travel agents failure was being revealed, the Civil Aviation Authority (CAA) immediately launched the UK’s largest peacetime repatriation on Monday, bringing 14,700 Thomas Cook customers home on 64 flights.

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!


Content continues ….

A further 135,000 passengers are expected to be brought back on rescue flights over the next two weeks.

The UK CAA said in a statement: "Thomas Cook Group has ceased trading with immediate effect. All Thomas Cook bookings, including flights and holidays, have now been cancelled."

Thomas Cook chief executive Peter Fankhauser said the company had "worked exhaustively" towards a rescue package.

Although many are anxious about the future, staff at Webhelp’s Larbert call centre who dealt with work for the travel agents have been told their jobs are safe for now.

A spokesperson for Webhelp said: "The situation that all Thomas Cook companies have ceased trading is an understandably worrying time for Thomas Cook’s employees, customers and partners.

"It is also unsettling for Webhelp employees, particularly those who worked on our Thomas Cook business. We greatly appreciate the ongoing hard work of our dedicated employees during this period of transition.

"As we are no longer providing services to Thomas Cook, we are considering the impact on our business – with a particular focus on our people. Our priority is to seek suitable alternative roles within Webhelp wherever possible and provide support to our colleagues as we work through this process."

Falkirk MP John McNally said: "Devastating news about the sudden collapse of Thomas Cook. Workers face job losses and possible uncertainty and hardship to their families.

"The closure will have profound effect on both the store on our High Street in Falkirk, and at the call centre in Larbert. The blow to the workers there is terrible. I will write to the UK Government to seek that employees are fully supported by government agencies throughout the fallout of the collapse. Our hearts go out to everyone affected by this."

Michael Matheson, Falkirk West MSP, said: "The collapse of Thomas Cook has obviously caused major inconvenience for the thousands of holidaymakers left stranded abroad or who have had their upcoming travel plans thrown into disarray, and I fully understand the distress this may cause.

"Fortunately, many of these travellers will be covered by the ATOL scheme and I urge any constituents who have been affected to get the most up-to-date information and advice from the dedicated website and helplines that have been set up by the Civil Aviation Authority.

"In the longer term, my biggest concern is for the thousands of Thomas Cook employees and their families who will have been left devastated by this news – and especially those who worked at the Thomas Cook store in Falkirk and any of the outsourced staff at the call centre in Larbert who may be affected."

Support for the workers affected has come from all quarters.

Unite the union, Scotland’s trade union representing aviation workers, announced it would hold a drop-in session for hundreds of Thomas Cook workers on Monday, September 30 from 1pm-5pm at its head office in John Smith House, 145 West Regent Street, Glasgow.

Pat McIlvogue, regional industrial officer, said: "Unite is doing everything we can to support the workers at Thomas Cook. There was absolutely no consultation with the Thomas Cook workforce and Unite will be launching legal action on behalf of our members over this failure to consult on the redundancies that have resulted from the firm’s needless collapse.

"Any successful legal action could have a value of up to 90 days’ pay, and unlike no-win-no-fee solicitors, Unite members who use our legal services keep 100 per cent of any award."

Meanwhile, Larbert-based ZooLab is inviting those affected to apply for sales advisor vacancies with interviews.

Football team Camelon Juniors has stepped in to offer Thomas Cook former employees and those who have lost out on holidays to attend their match for free on Saturday.

Staff should go to the gate before the 2.30pm kick off at Carmuirs Park against Crossgates Primrose, while holidaymakers should bring their booking details.

#contactcenterworld, @ThomasCookUK

Posted by Veronica Silva Cusi, news correspondent

About Thomas Cook:
Company LogoThomas Cook Direct is a travel company employing over 16,000 staff and operating throughout a network of 1,050 locations in the UK and overseas carrying over 3.5 million passengers a year.
Company RSS Feed   Company Facebook   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Train In Sensitivity

Read today's tip or listen to it on podcast.

Published: Monday, September 30, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Artificial Intelligence

Page: 12
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


Aktify is personalizing interactions between brands and consumers at scale with machine learning. It allows contact centers to offload their leads that are not responding to agents to Aktify where AI will be used to follow up through SMS until the customer is ready to talk to an agent. Aktify produces something out of nothing, as typically unresponsive leads are not focused on.

Balto Software Inc

Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.

Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.


Cognigy.AI is a Conversational AI Automation platform that enables enterprises to easily create and operate AI-powered virtual agents to automatically handle calls and chats from customers and employees.

Consilium Software

Consilium UniChAI™
Contacting customer service can often be a challenging experience with waiting on hold forever being one of the top reasons for client dissatisfaction. Furthermore, repeating information that was already provided to a chat agent, and generally spending too much time getting answers to questions can all lead to a lengthy, and often frustrating, customer journey. With unlimited scalability, enterprise-level security, and best-in-class data privacy features, UniChAI™ is a conversational AI platform which is playing an important role in improving some of these aspects of customer experience (CX) through chatbots – which are intelligent and natural-language virtual assistants meant to augment a c...
(read more)


ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.

ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

eGain Corporation

Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.

eGain Corporation

eGain Knowledge+AI
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.


Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
Convy.AI is used to support, entertain and simplify the experience of million of customers every month.
Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.


ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.


Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.

AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
(read more)


Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

Master of Code

Conversational AI Solution
Conversational AI Solution offers the next wave of customer and employee experiences through business preferable digital channels: website and mobile chat, mobile app, SMS, Facebook Messenger, WhatsApp, Google RCS, Apple Business Chat, Amazon Alexa, Slack, Microsoft Teams. Our Conversational AI Solution enables brands to easily help customers to do self-service to increase their containment rates and save time and money.

How we create conversational experiences:

Virtual Assistants/Bots: Chat or Voice.
Customer self-service helps to save you money, time and boosts your containment rate.

Conversation Design.
A user-centric conversation design methodology that converts and retains yo...
(read more)

Mediatel Data Srl

Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.

MFE International

Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times


CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.
Page: 12

About us - in 60 seconds!

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =