Contact Center Solutions Featured Article

Ticketing titan and digital fan marketing company New Era Tickets  has selected Interactive Intelligence to provide communications-as-a-service (CaaS) for its contact center.

 

New Era Tickets, a subsidiary of Comcast-Spectacor, will deploy the Interactive Intelligence CaaS offering, called Interactive Contact Center Services (ICCS), in an effort to increase multichannel customer service options, including routing, queuing and recording of e-mail, faxes and Web chats, according to Fred Maglione, president and CEO of New Era Tickets.

 

Maglione says the company selected Interactive Intelligence because it came highly recommended, and had a proven track record for delivering multichannel functionality.

“In addition, its flexible service delivery models enable us to maintain visibility and control over interactions regardless if they are routed locally or remotely through the secure Interactive Intelligence data center,” said Maglione.

 

The new system is replacing an old one from Avaya, said Maglione. The company made the change because the “Avaya system could manage calls, but it couldn’t effectively manage e-mails, faxes or Web chats.”

 

“ICCS will give us this capability along with a full set of on-demand contact center functionality for even better customer service and improved operational efficiencies,” said Maglione.

 

For years, Interactive Intelligence has been on the leading edge of contact center technology and trends. ContactCenterSolutions recently caught up with the company to find out what is happening in key solutions and applications. Several company executives shared their insights in this ContactCenterSolutions article.

 

In addition to its multichannel routing, queuing and recording functionality, New Era plans to use the ICCS interactive voice response, screen-pop integration, unified messaging, desktop soft phone, presence management, and real-time supervisory features.

 

Migrating to this All-In-One Solution is expected to help support New Era’s branded ticketing and contact center services, which are offered to a wide range of clients with diverse needs, including the Philadelphia 76ers, Pocono Raceway, Portland Rose Quarter, and the Wachovia Complex.

 

“In the sports and entertainment ticketing business you need a communications system that can flexibly handle large variations in call volume,” said call center manager for New Era Tickets, Thatcher Young. “With the Interactive Intelligence ICCS, we can easily and quickly add more agents – even mobile and home-based workers – to cover spikes in call volume.”

 

In fact, Interactive’s All-In-One Solution has been easing burdens on contact centers as they continue to expand. Tim Passios, director of Product Management at Interactive Intelligence recently discussed how the company is helping contact centers migrate to the solution in this ContactCenterSolutions article.

 

New Era plans to roll out services by the end of July and expects the deployment to enable it to access all its contact center applications through its own network, with servers and equipment located at the secure Interactive Intelligence CaaS data center.

 

“ICCS gives us all the benefits of a hosted solution – lower capital expenditure, predictable monthly costs, and reduced infrastructure requirements – combined with the on-premise advantage of control over applications,” Maglione said. “This, along with the executive-level accessibility Interactive Intelligence has shown, ensures we have a solution that not only meets our needs today, but will continue to do so over the long-term.”