Give your reservation team the tools needed to have smart communications with every contact call and email sent to leads, prospects and guests.
TRACK’s cloud auto-attendant feature routes incoming calls to the appropriate phone line or Agent with advanced tools for a seamless guest experience.
TRACK’s Call Conferencing and Warm Transfer feature lets you easily conference in third parties and transfer calls to the appropriate person.
Set work hours and upload unlimited messages customized to specific queues and call plans.
Listen live to guest calls with Agents to increase sales close ratios and improve guest communications.
Setup and manage voicemails with customized rules and access levels. Unify your inbox by taking voicemails and emails into one system for assignment and follow up by an Agent.
Monitor and measure performance of your Agents and Call Center with real time manager Dashboards.
Measure and display:
Click to drill down into individual calls or Agents to quickly see more information.
Quickly see all queues or drill down to one queue if you are managing multiple properties.
Quickly override your system and enable Emergency Routing straight to your main lines, if anything ever happens to your internet or power.
Allow your Agents to answer calls at any work station with shared destinations.
Customize your incoming or outgoing call recording settings. Determine how long you keep recordings. Turn off numbers, queues or Agents you don’t wish to record. Built-in reminder notifies Agent to tell Guest calls are recorded for quality assurance purposes.
Create custom call results to determine what happened after each call. Enable forced wrap-up to ensure each call is clearly marked for reporting and future follow up.
Auto-return Agents to active status or enable time delayed returns for additional follow up. Advanced Agent preferences allow you to manage transfer timeouts and return status.
Quickly add unlimited local or toll free tracking numbers. Assign numbers to specific campaigns to track performance and import existing numbers for free.
Auto-Route calls to the right Agent based on skill and ranking. Set calls to manual pickup mode and allow Agent to answer from any work station, anywhere.
Create customized Agent status fields to manage productivity, up-time, active time and away time.
Create Managers, Team Leaders and Agents. Group teams together to gamify your Call Center and run Reports based on filters. Customize access levels based on your needs and Call Center structure.