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Ticketmaster’s Call for Customer Service

Ticketmaster’s Call for Customer Service. Xavier Coto Director of Telecom Operations Albert Mays III Senior IVR Operations Manager. Background. World’s leading ticketing company, one of the largest e-commerce sites, 6500 retail outlets, 20 worldwide contact centers

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Ticketmaster’s Call for Customer Service

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  1. Ticketmaster’s Call for Customer Service Xavier Coto Director of Telecom Operations Albert Mays III Senior IVR Operations Manager

  2. Background • World’s leading ticketing company, one of the largest e-commerce sites, 6500 retail outlets, 20 worldwide contact centers • Contact centers handle 30 million calls per year in the U.S. • Experienced technology experts in touchtone IVR, DTMF, and speech • Owned by IAC/InterActive Corp. which owns HSN, Ask.com, CitySearch and other brands

  3. Market Demand for Customer Service Market Demand • Customers demanding better service • Customers demanding better technology – expect speech self-service

  4. Ticketmaster Strategic Initiatives • Focus on customer service at all interactions • Engage customers in automated call channel with better customer interaction

  5. Automated Call Channel Initiatives • Improve customer interaction • Replace touchtone IVR across all call types • Offer the same services as the Web • Improve efficiency by increasing automation rates 10-20%

  6. Shortcomings of Current System • Limited customer interaction with current Proprietary touchtone IVR • Inability to offer same services as the Web • 3 disparate systems • Limited ability to interact with media (databases, email, web chat) • Multi-platform environment

  7. Current System: 3 Disparate Systems • IVR on Aspect • Proprietary DTMF (touchtone IVR) • Speech • Example: Sales Agent requires manual transcription • 100% require backend transcription to obtain customer name and contact information

  8. Current System: 3 Disparate Systems

  9. Voxify Selected as Strategic Partner for Speech Self-Service • Intense focus on customer interaction in speech applications • Conversational speech technology to create the best speech applications • Ability to increase automation rates by handling more complex calls • Ticketmaster Canada successfully using Voxify Automated Agents

  10. Future GVP \ Voxify Ticketmaster IVR Layout 1 Transfer for an End - To - End Automated Sales Call Caller Incoming Aspect Genesys GVP New Voxify System Voxify Application Server 1 Automated Agent Applications Voxify Super Agent : Welcome Event Locator On Sale Inquiry Seating & Availability Ticket Sales Delivery Customer Service

  11. Ticketmaster Plan for Speech Self-Service Voxify Super Agent • Welcome • Determine caller intent • Event Locator • Locate event based on interest: event category, date performer, venue • Seating & Availability • Collect seating location and price preference, recommend the best available seating package for price rate, party size, handicap seating needs • On Sale Inquiry • Provide information on when upcoming event tickets will be available • Customer Service • Provide order status, damaged ticket shipment options, information on canceled or postponed events • Ticket Purchase & Delivery • Provide secure credit card transaction process and offer delivery options

  12. Hear the Customer Experience: Purchasing Baseball Tickets Purchasing Baseball Tickets • Venue selection • Select the ballpark that you want to go to • Shopping • What date or what team do you want to see? • If date: List dates of games • If Boston Red Sox: List dates of Boston games

  13. Hear the Customer Experience: Purchasing Baseball Tickets Purchasing Baseball Tickets • Seat selection & price selection • What seats are you interested in or do you want the best seats available? • Choose seat selection: first base, second base, third base, home plate • Choose best available seats • Choose by price • Purchase • Which seats and price do you want? • How many tickets? • Credit card number?

  14. Projected Results • Increased customer interaction  Better customer service • More engaged customers • Fewer customers that opt for a live agent • Improve internal and external client acceptance of self-service telephony offering • Touchtone IVR completely replaced by Speech Self-Service • Same services enabled in automated call channel as the live agent and Web channels • Increased automation of 10-20% and significant cost savings from modernized platform

  15. Ticketmaster’s Call for Customer Service Moving towards improved customer interaction in automated call channel Xavier Coto xavier.coto@ticketmaster.com Albert Mays albert.mays@ticketmaster.com

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