Strong Voices Installs Travel Outlook’s BLACK MARIGOLD™ Casino Software
New gaming contact center technology combines CRM intelligence, guest communications, conversation analytics, and workforce optimization to improve guest experiences and identify revenue opportunities.
SANTA FE, NM — November 11, 2026 — Strong Voices Gaming Contact Center™ has installed BLACK MARIGOLD™, Travel Outlook’s cloud-based casino contact center software. The platform gives agents access to relevant guest information during live conversations and helps them spot revenue opportunities as they arise. For casino operators, the goal is to turn more routine inquiries into reservations and sales leads while improving guest service and contact center efficiency.
A call about a room reservation, a show, or dinner can reveal what a guest is planning and what else they might need. BLACK MARIGOLD brings information from the casino’s customer relationship management (CRM) system into the conversation so agents can tailor their responses to the guest. Agents can also identify prospective customers in real time and capture relevant details for follow-up, giving sales and marketing teams a way to act on what guests share during routine inquiries.
“Casino operators invest heavily in attracting guests and building lasting relationships, but valuable information can be overlooked during everyday conversations,” said John Smallwood. “BLACK MARIGOLD helps contact center teams recognize that information, act on it, and turn routine interactions into opportunities to strengthen guest relationships and generate additional revenue.”
The platform complements existing CRM systems and currently offers a full integration with Ascent360. It connects guest communications and lead capture with reservation sales and helps operators track service performance and conversion activity.
BLACK MARIGOLD supports voice, SMS, email, web chat, and other digital channels. Intelligent call routing and agent workflows help teams manage those interactions. Managers can use AI-assisted conversation analytics and quality monitoring to review interactions, spot recurring service issues, and identify coaching needs. Workforce forecasting helps them plan staffing, while real-time reporting tracks service levels, productivity, and conversion activity.
“Every conversation with a casino guest has value,” Smallwood said. “Whether someone is booking a room, asking about dining, or planning a visit, the contact center should be equipped to deliver excellent service and recognize additional opportunities. BLACK MARIGOLD gives teams the intelligence and tools to make those conversations more productive.”
For more information, visit BLACK MARIGOLD™.
About BLACK MARIGOLD™ BLACK MARIGOLD™ is a cloud-based communications and contact-center platform designed to help organizations generate more revenue, improve guest experiences, and operate more efficiently. The platform brings together CRM intelligence, real-time prospect identification, reservation sales, omnichannel guest communications, conversation analytics, quality management, workforce optimization, and business intelligence.
About Strong Voices Gaming Contact Center™ Strong Voices Gaming Contact Center™, a division of Travel Outlook®, provides specialized contact center services for casino and resort operations.
Media contact:
Raul Vega, President
LEVEL 5 Hospitality, LLC
