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Hotel chain ups guest satisfaction and revenue with call monitoring

Antony Savvas

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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