Outbound Call Center Featured Article

Verizon Helps Ticketmaster to Improve Call Center Operations through a Higher Level of Customer Care

Once a new show opens, Ticketmaster needs to be able to answer all of the exorbitant amounts of customer calls, while still delivering a high level of customer service. This is where Verizon (News - Alert) comes in –helping to improve overall call center operations.

Ticketmaster receives millions of calls a year for multiple events and needs to make sure that at all times call volumes can be managed, especially during high volume calling hours. According to a press release, consultants from Verizon recently began working in conjunction with Alcatel-Lucent (News - Alert) Enterprise's Genesys to help Ticketmaster implement an Internet Protocol-based global customer communications platform, that will ultimately help to upgrade and consolidate call center operations technology worldwide. 

Scott M. Powell, Ticketmaster's executive vice president of global call center operations, said, “At Ticketmaster, we strive every day to provide a world class experience to our customers and clients whenever and wherever we interact with them. Our partnership with Verizon and the team from Genesys (News - Alert) allowed us to not only deploy a state of the art telephony solution, but also to help improve the fan experience and drive lower operating costs at the same time.”

Through deployment of this new platform, Ticketmaster will be able to utilize the Voice over Internet Protocol for toll-free calling, that can then be seamlessly integrated with an IP call center solution. This will help Ticketmaster to better manage the calls and respond at much more rapid pace to a variety of demands from multiple customers.

The new IP-enabled solutions allows customers to obtain service via multiple communications channels -- voice, video and chat, while allowing Ticketmaster to elevate the number of call center agents that are needed when there is a peak in calls.

“Our new system is designed to help customers more quickly secure the most sought-after tickets – with the best possible experience,” said Elizabeth Gotto, Ticketmaster's vice president of global contact center technology. “For a hot concert or sporting event, we can receive thousands of calls in a matter of seconds. The new IP-based system provides us with the flexibility to deal with the steady calling as well as the bursts in calls.”

With the flexibility of the new IP network, the company can easily publish one national toll-free number supported by an IP network-management solution to manage calls, the release stated. 



Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Jennifer Russell