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Ticketmasters Call for Customer Service Xavier Coto Director of Telecom Operations Albert Mays III Senior IVR Operations Manager.

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Presentation on theme: "Ticketmasters Call for Customer Service Xavier Coto Director of Telecom Operations Albert Mays III Senior IVR Operations Manager."— Presentation transcript:

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2 Ticketmasters Call for Customer Service Xavier Coto Director of Telecom Operations Albert Mays III Senior IVR Operations Manager

3 2 Background n Worlds leading ticketing company, one of the largest e-commerce sites, 6500 retail outlets, 20 worldwide contact centers n Contact centers handle 30 million calls per year in the U.S. n Experienced technology experts in touchtone IVR, DTMF, and speech n Owned by IAC/InterActive Corp. which owns HSN, Ask.com, CitySearch and other brands

4 3 Market Demand for Customer Service Market Demand n Customers demanding better service n Customers demanding better technology – expect speech self-service

5 4 Ticketmaster Strategic Initiatives n Focus on customer service at all interactions n Engage customers in automated call channel with better customer interaction

6 5 Automated Call Channel Initiatives n Improve customer interaction n Replace touchtone IVR across all call types n Offer the same services as the Web n Improve efficiency by increasing automation rates 10-20%

7 6 Shortcomings of Current System n Limited customer interaction with current Proprietary touchtone IVR n Inability to offer same services as the Web n 3 disparate systems n Limited ability to interact with media (databases, , web chat) n Multi-platform environment

8 7 Current System: 3 Disparate Systems n IVR on Aspect n Proprietary DTMF (touchtone IVR) n Speech n Example: Sales Agent requires manual transcription –100% require backend transcription to obtain customer name and contact information

9 8 Current System: 3 Disparate Systems

10 9 Voxify Selected as Strategic Partner for Speech Self-Service n Intense focus on customer interaction in speech applications n Conversational speech technology to create the best speech applications n Ability to increase automation rates by handling more complex calls n Ticketmaster Canada successfully using Voxify Automated Agents

11 10 New Voxify System Voxify Application Server Automated Agent Applications Voxify Super Agent: Welcome Event Locator Seating&Availability Ticket SalesDelivery Customer Service 1 On Sale Inquiry

12 11 Ticketmaster Plan for Speech Self-Service Voxify Super Agent n Welcome –Determine caller intent n Event Locator –Locate event based on interest: event category, date performer, venue n Seating & Availability –Collect seating location and price preference, recommend the best available seating package for price rate, party size, handicap seating needs n On Sale Inquiry –Provide information on when upcoming event tickets will be available n Customer Service –Provide order status, damaged ticket shipment options, information on canceled or postponed events n Ticket Purchase & Delivery –Provide secure credit card transaction process and offer delivery options

13 12 Hear the Customer Experience: Purchasing Baseball Tickets Purchasing Baseball Tickets n Venue selection –Select the ballpark that you want to go to n 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

14 13 Hear the Customer Experience: Purchasing Baseball Tickets Purchasing Baseball Tickets n 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 n Purchase –Which seats and price do you want? –How many tickets? –Credit card number?

15 14 Projected Results n 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 n Touchtone IVR completely replaced by Speech Self-Service n Same services enabled in automated call channel as the live agent and Web channels n Increased automation of 10-20% and significant cost savings from modernized platform

16 15 Ticketmasters Call for Customer Service Moving towards improved customer interaction in automated call channel Xavier Coto Albert Mays


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