Autonomy etalk Helps Omni Hotels’ Reservations Team Achieve Optimal Customer Satisfaction Scores

“Even with Omni’s exceptional reputation for service, we are always striving to improve guest interaction,” said Tom Faust, vice president for sales and distribution for Omni Hotels. “We’ve been thrilled with the increased focus on customer service that Autonomy etalk has enabled, helping to ensure that guest communications is exemplary.”

Omni Hotels installed Autonomy etalk’s Qfiniti Observe call and desktop recording and Qfiniti Advise evaluation software in mid-2006 at their reservations center in Omaha, Nebraska to use for quality monitoring. The solutions have helped identify opportunities for increased training as well as provide a vehicle for customer dispute resolution. By reviewing the recorded interactions, Omni has been able to identify and deliver coaching that has helped reservations associates enhance customer dialogue and also improve their ability to offer special packages and upgrades. Beyond the improved communications, the system has led to an increase in average revenue per phone call.

“We are honored to have contributed to Omni’s success delivering world-class customer service,” said Scott Shute, chief executive officer of Autonomy etalk. “By enabling an Intelligent Contact Center, we believe organizations like Omni will continue to surpass customer expectations.”

The Intelligent Contact Center makes it possible for organizations to capture, share and analyze critical structured and unstructured data that flows through the contact center, allowing the bi-directional sharing of that data with the rest of the enterprise. This is accomplished through a combination of multi-channel interaction analysis, real-time agent support and contact center performance management.