Ticketmaster gets vocal for CRM

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Ticketmaster is deploying technology from Edify and Speechworks for speech recognition CRM systems intended increase call treatment accuracy and enabled the booking agency to handle higher call transaction volumes.

The company will use Edify’s Voice vCSR application throughout its worldwide call centres which handle up to 100,000 calls per day regarding artist schedules, performance dates, venues, ticket pricing and availability as well as directions. The self-service applications will automate Ticketmaster's front-end call director process, tenabling it to handle higher call volumes.

Ticketmaster will also be able to re-deploy sales agents to specific areas of customer needs rather than addressing general call queries.

"Our business is solely based on quality customer service,” said James Boyce, national network director of Ticketmaster. “In order to provide the type of support our customers have come to expect from us, we determined it was time to take the next quantum step in the level of service we offer. Once we verified that accurate advanced speech recognition technology was available, we wanted to incorporate it as a key component of our new customer self-service operations.”

Ticketmaster sold 86.7 million tickets in 2001 valued at more than 3.6 billion dollars, through approximately 3,300 retail Ticket Center outlets; 20 worldwide telephone call centers; and ticketmaster.com. Ticketmaster serves more than 6,200 clients worldwide and acts as the exclusive ticketing service for hundreds of leading arenas, stadiums, performing arts venues, and theatres.

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