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Cara to introduce new call center technology


MISSISSAUGA Ontario Cara Operations Ltd., based here, Canada's largest full-service restaurant operator with multiple brands, will use Exit 41 Inc.'s Order Perfect 2.0 technology for call center operations supporting delivery and takeout orders at 190 Swiss Chalet restaurants.

Officials of Andover, Mass.-based Exit 41 said Order Perfect 2.0 goes beyond the company's current drive-thru technology — in which order-taking is centralized in an off-site call center — to unify order details and customer identification across multiple ordering channels. Those channels might include conventional telephone call centers using operators and interactive voice recognition technology, the Internet and text-messaging-capable devices. The officials said Order Perfect 2.0 will integrate directly with Swiss Chalet's point-of-sale system from Micros Systems Inc.

"We created our call center and website for the convenience of our customers and our restaurant operators, and it's fundamental in supporting our guest service-obsessed culture," Cara Call Centre director Armando Viegas said. "We are committed to investing in best-in-class systems and are pleased to be partnering with Exit 41 to evolve our call center and website as our business continues to grow."

TAGS: Technology
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