HITEC 2019 NEWS: CallTek Introduces Call Center Platform
CallTek, introduces a comprehensive call center insight platform, Odyssey Cx, at the HITEC. The proprietary cloud-based platform records and analyzes every voice interaction, providing the industry with the most extensive understanding of the guest experience when communicating with voice agents for reservations and technical support.
Hospitality Technology professionals at HITEC in Minneapolis can experience Odyssey Cx at the CallTek booth #833.
Odyssey Cx is designed to be easily paired with any existing call center technology and is offered as an added-value to CallTek Call Center support customers. The company currently provides support for more than 12,000 hotels including many of the industry’s largest hospitality brands.
Current industry standards monitor between 3-10 percent of call center interactions, making it impossible to have an accurate understanding of the overall guest experience with an agent. With Odyssey Cx, hotel brands and technology companies gain powerful insight into every exchange that could impact many areas of the industry from marketing to support and reservations.
CallTek’s proprietary Odyssey Cx platform records every incoming call from the moment it is answered by an agent. Within 24 hours, each conversation is transcribed and automatically evaluated for sentiment by CallTek’s software that detects tones throughout the call, providing insight that can be used to refine and improve customer service as well as provide an accurate reading of total guest satisfaction.