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

SHARE THIS ARTICLE
Related Articles

The 2020 MSP Expo Conference Program Features the Latest Innovations & Best Business Practices for Staying Competitive

By: TMC    8/20/2019

TMC today announced the conference program for MSP Expo being held February 12-14, 2020 at the Greater Fort Lauderdale/ Broward County Convention Cent…

Read More

nexVortex Earns Inc. 5000 Spot for Ninth Year Running

By: Maurice Nagle    8/20/2019

nexVortex announced that for the ninth year straight the managed SIP Trunking and managed hosted voice provider has been named to the Inc. 5000 list o…

Read More

CoreDial Announced as Sponsor for 2020 ITEXPO and MSP Expo

By: TMC    8/8/2019

TMC announced today that CoreDial, a leading provider of cloud communications services, has joined ITEXPO and MSP Expo as a sponsor. The two collocate…

Read More

SkySwitch Brings Vectors 2019 to Orlando to Educate Channel on Rising UCaaS Opportunity

By: Erik Linask    8/6/2019

Skyswitch has announced Vectors 2019, its annual UCaaS user group conference, will take place at the Loews Sapphire Falls Resort in Orlando, Florida, …

Read More

Voyant Adds to Usability of its Customer and Partner UCaaS Portals

By: Erik Linask    7/31/2019

Today, Voyant took its next steps, announcing additional enhancements to its UCaaS portals for increased usability and accessibility for both end user…

Read More