The Omni Hotels group has improved customer satisfaction
levels and increased revenue with a contact centre product from
Autonomy.
The hotel company has
deployed Autonomy's Intelligent Contact Center platform to improve
interaction between reservation sales associates and customers.
The solution includes automated monitoring functions and the
Autonomy etalk recording and evaluation
system.
Tom Faust, vice-president for sales and distribution at Omni
Hotels, said, "We've been thrilled with the increased focus on
customer service that Autonomy etalk has enabled, helping to ensure
that guest communications are exemplary."
Omni Hotels installed Autonomy etalk's Qfiniti Observe call and
desktop recording and Qfiniti Advise evaluation software at its
main reservations centre in the US, to enable comms quality
monitoring.
They have helped identify opportunities for increased training
as well as provide a vehicle for customer dispute resolution, said
Omni.
By reviewing the recorded interactions, Omni has been able to
identify and deliver training that has helped reservations staff
enhance customer dialogue and also improve their ability to offer
special packages and upgrades.
Omni said the system has led to an increase in average revenue
per phone call.
The Intelligent Contact Center makes it possible for
organisations to capture, share and analyse critical structured and
unstructured data that flows through a contact centre.
It allows bi-directional sharing of that data with the rest of
the enterprise. This is made possible through a combination of
multi-channel interaction analysis, real-time agent support and
contact centre performance management.
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