By Dominic Maher, 20 April 1999 15:32
NEWS Odeon Cinemas is working alongside Checkmate to revamp its advance ticket booking service in the UK. As part of a £4.5m contract, the deal will see the company's call centres installed with Optimise management software from Magnetic North. Using the Symposium package from Nortel Networks, the project will allow phone operators to manage incoming calls and select which one they wish to pick up. UK telco BT provides Odeon with its basic telecoms service and recommended Checkmate to the cinema chain for specialist call centre expertise. Dominic Gray, operations director at Checkmate, explained the streamlined version means customers no longer need to call local cinemas - they can go straight through to the company's central call centres. Gray said: "Based on Microsoft's Internet technology, enquiries can be made via an interactive voice processing system which allows the caller to name the town and cinema the wish to attend. This then allows the machine to play back the relative information. Once the caller knows what they want they can then be put through to an operator. "This is all part of the quality of service that is required by Odeon," he added. The cinema operator - part of the Rank Group - has 80 sites across in the UK with 461 screens. The company has two call centres in London and Stoke-on-Trent.
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