Vendor Updates

CallTek

2021 Spring
Irvine, CA
http://calltekinc.com/

For more than 15 years, CallTek has been a trusted white label service provider for hospitality technology. Its clients include the industry’s largest travel brands and leading system integrators, managed service providers, technology companies and internet service providers in more than 12,000 hotels.  

CallTek operates around the globe with 11 locations in five countries including the United States, Guatemala, the Philippines, Honduras and the Dominican Republic. 

The Customer experience is a priority for CallTek. Team members receive hundreds of hours of training on communication skills and customer service to ensure that customers are best represented at every touch point. 

CallTek knows that excellent customer service doesn’t come from canned statements. It results from truly understanding the customers’ needs and putting the right guidelines and customer standards in place by following GEM and going the extra mile.

Contact Center Solutions

CallTek’s 24/7 contact center offers the highest level of technical support for hotel core infrastructure and in-room technologies deployed in the field. Agents have extensive technology experience and have completed industry-recognized training programs including Meraki, Ruckus, Nomadix, MikroTik, RGNets and Ubiquiti. 

Its inbound call center for travel sales employs more than 5,000 agents and has delivered more than $1 billion in transactions for some of the leading brands in travel and tourism.  

CallTek’s international reach offers telephone numbers worldwide and delivers services in five major languages including English, Spanish, French, Italian, Chinese and Japanese. 

Odyssey Cx

CallTek’s proprietary Odyssey Cx is a cloud-based comprehensive call center platform that records and analyzes every voice interaction, providing extensive understanding of the guest experience. 

Calls can be easily evaluated, allowing management to quickly understand the satisfaction level of the guest interaction. Automatically generated transcripts can be searched by keywords, providing marketing, training and operations insight.

Odyssey Cx is designed to be easily paired with any existing call center technology and is offered as a value-add to CallTek Contact Center support customers.

Managed Field Services

Field service management provides companies with 24/7 dispatching and levels of professional support, each with project management and real-time tracking. The business model is based on a fixed cost per job, allowing organizations to better manage field service operations.

CallTek evaluates a customer’s requirements, selects the most qualified professional and ensures that the job is completed in the designated timeframe. 

Futurity FSM is CallTek’s all-in-one software solution that handles all support aspects of a mobile workforce. The application has been designed so that it’s fully customizable, to any customer workflow or scale, allowing for endless possibilities of use. The mobile interface corresponds to a desktop view, for real-time communication and visibility between office personnel and field personnel alike. 

CallTek’s technicians can handle a variety of low-voltage jobs including:

  • Structured cabling/cable certification
  • Digital signage/audiovisual
  • Networking equipment
  • Wireless site surveys/heat maps
  • Smart rooms/smart locks
  • Vending machines

 

For more information on CallTek, please visit www.calltekinc.com.



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