Avaya announced that the New York Mets organization will implement the Avaya Platform for contact center and unified communications. The goal: Transform the way the team communicates, collaborates and serves its fans.
With Citi Field – the Mets’ home stadium – seeing upwards of 3 million visitors per year, the ball club recognized a need to modernize its ticketing operations department. The Mets moved forward with Avaya, an advanced unified communications and contact center solution, for new capabilities that will meet the needs for increased scale and faster and a more personalized service.
The staff in the 100+ agent call center will now have productivity-boosting features such as a single, digital interface for managing all fan interactions, the ability to dial out of email using a single click, and the flexibility to use any available workstation. In addition, new tools will allow the club to better track the number of calls coming in and out of its ticketing department, providing greater visibility into agent performance while capturing the rich customer details that lead to next level of service. Future integration between Avaya and the organization’s CRM platform will help ensure that fans have the best possible customer experience when purchasing seats or season ticket packages.
Unified communications boosts staff collaboration
With Avaya networking infrastructure that supports enterprise-wide collaboration, Mets team executives will have an integrated voice, video, data, and web communications to manage their mobility and conference needs. Features such as mobile twinning, which automatically enables calls to employees’ office extensions to be accessed on their mobile phones will effectively mobilize their workforce, ensuring staff can respond no matter where they are without delay.
Additionally, since Avaya’s advanced unified communications solution can extend across locations, the Mets front office at Citi Field will soon be able to seamlessly communicate and collaborate with colleagues who are in Florida for spring training, or with affiliated teams such as the Brooklyn Cyclones.
Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As the global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for contact center and unified communications with integrated, secure networking— offered on premises, in the cloud, or a hybrid.
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