The company has been honored for customer service excellence in the Meliá Hotels International group contact center, which operates with Presence Technology Solutions.

Idiso (formerly Tradyso), a Spanish global distribution company for hotels, has been awarded the 2011 European Confederation of Contact Centre Organisations (ECCCO) Best European Contact Center Award. This award recognizes the excellence in customer service of the Idiso managed, Meliá Hotels International, which operate utilizing Presence Technology solutions, specifically Presence Traveler, a solution focused on the tourism and travel sector.

Meliá Hotels International employs several modules of Presence Traveler:  Presence Intelligent Routing for intelligent routing of interactions; Presence Messaging and Internet for multichannel interaction management; Presence Recording for interaction recording and quality evaluation; Presence Scripting for script creation;  Presence Custom Reports to generate tailor-made reports; and Presence Voice Inbound and Outbound to handle inbound and outbound calls. 

ECCCO is the driving force behind these awards, which were presented at a gala held in Milan on January 19. Its aim is to recognize the best customer experiences in Europe.  With this recognition, the Meliá Hotels International Contact Center ranks among six companies that provide the highest quality of customer care in Europe.  

"I think this award identifies Idiso with a philosophy of work focused on making of our Contact Center something valuable for our customers, because it can add value in each interaction with the end customer," says Santiago Espada, Idiso’s Booking Center Director. "An expert team, a good technology adapted to our needs and a direct line, where the client does not find intermediaries before talking to an expert agent in hotel reservation, are the ingredients of our service philosophy," he adds.

Araceli Aranda, Presence Technology’s CEO noted "We are delighted that one of our clients has received this outstanding recognition.  We are proud to collaborate with Idiso, a company characterized by professionalism, by its passion for doing things right and by offering the best customer service.  We are very pleased that Meliá Hotels International has been recognized for customer service excellence in Europe. "

Meliá Hotels International was also awarded in the latest edition of 2011 CRC Gold Awards, receiving the award for Best Customer Care Center. Furthermore, Presence Traveler was awarded 2011 CRC Gold Award for Best Contact Center Technology, thanks to its ability to improve productivity and quality of customer service. 

About Idiso

Idiso Hotel Distribution (formerly Tradyso) is a pioneering Spanish company in sales and global distribution for hotels.  Idiso currently serves more than 1,200 hotels located in 35 countries. With a staff of over 200 people based in its offices in Spain and Argentina, Idiso offers hotel sales systems tailored to the needs of all types of hotels. Its modern equipment and technological systems allows for hotel sales 24 hours a day, 365 days a year, both nationally and internationally.

More information: www.tradyso.com

About Presence Technology

Presence Technology is a worldwide leading provider of Multi-Channel Contact Centre solutions that enable contact centres to optimize resources and increase efficiency in the interaction between companies and their customers. Presence has a portfolio of global clients, served by a team of highly qualified professionals, with a network of strategic partners in Europe, Africa, Latin America and the United States supporting their projects around the world.

More information: www.presenceco.com

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