Are you in the hospitality industry struggling with outdated systems and lost data?

Check out how MTS IntegraTRAK turned Rodd Hotels challenges into success!

This prominent hospitality company faced a major hurdle: a server failure that wiped out their analytics and reporting capabilities. They needed a solution that could provide robust reporting, flexible customization, and seamless integration with their existing systems. Here’s how:

• Challenge: The company lost critical data and struggled to track key metrics after a server failure, impacting their ability to monitor agent performance, call volumes and wait times.

Solution:

• Customized Reports and Analytics: XCALLY's powerful analytical tools allowed the company to create custom reports, monitor key performance indicators, and improve overall operational efficiency and customer service. The company could analyze trends, identify areas for improvement and measure the success of their strategies.
• Seamless Integration: XCALLY integrated smoothly with the company’s existing telephone, reservation, and email systems, streamlining workflows and improving overall efficiency.
• Cost-Effective Solution: The XCALLY PLUS package provided a transparent and predictable fixed cost, making budgeting and financial planning straightforward.
• Real-time monitoring: Supervisors are able to use real-time panels, metrics dashboards and customized reports to monitor agents performance.
• Ease of Use: The intuitive web interface allows supervisors and agents to quickly learn how to use the software, enabling them to focus on customer satisfaction.
• Custom Dashboards: XCALLY allows users to build custom dashboards to monitor and improve performance.

Key Features Utilized:

• Support for up to 5 concurrent agents.
• A dedicated supervisor role.
• Basic 30-day call recording functionality.
• Integrations with PBX, booking, and email systems.
• JScripty, a scripting tool to design, visualize and publish scripts that enable agents to optimize their customer service activities.

Results:

• The company now has enhanced visibility into their call center operations, with the ability to track key performance indicators.
• The seamless integration streamlined operations, making the most of their existing technology.
• They have a cost-effective and transparent solution, which helps them to budget and plan.

By implementing XCALLY, the hospitality company not only recovered from their setback but also enhanced their operational efficiency and customer service.