MSP TODAY NEWS

White Label Support Company Introduces Call Center Insight Platform

By Tracey E. Schelmetic

Founded in 2004, CallTek, Inc. provides white label services to Internet service providers (ISPs), managed service providers and network service companies as well as system operators. The company supports more than 2,000 hotels – many of them among the world’s largest brands --  and multiple dwelling units (MDUs) worldwide.  The company recently introduced a new comprehensive call center insight platform called “Odyssey Cx,” a proprietary, cloud-based platform that records and analyzes every voice interaction. The goal of the solution is to provide the hospitality industry with a more extensive understanding of the guest experience when communicating with contact center agents for reservations and technical support.

The average hospitality company is able to monitor only a small percentage of calls, which leaves the guest experience open to too much guesswork. Using a better monitoring solution, every call can be analyzed, leading to greater insight into the quality of the guest experience. The platform records every incoming call from the moment it’s answered by an agent. It then transcribes the calls and evaluates them for tone and sentiment, providing insight that can be used to refine and improve customer service procedures and training and to generate an accurate evaluation of total guest satisfaction.

Odyssey CX can be coupled with any existing call center technology and is being offered as a value-added application for existing CallTek Call Center support customers.

“In an industry based on guest satisfaction, Odyssey Cx could be game-changing technology for any company that interacts with guests over voice on a regular basis,” said CallTek CEO Tony Espinoza said in a statement. “Odyssey Cx gives call centers specific information that empowers them to adjust training and performance in order to achieve the desired outcome. By monitoring and analyzing every call, companies will now have the power to confidently gauge the satisfaction level guests have when they complete a call.”




Edited by Maurice Nagle

MSPToday Contributor

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