Ticketmaster’s Call for Customer Service

Xavier CotoDirector of Telecom Operations

Albert Mays IIISenior IVR Operations Manager

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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

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Market Demand for Customer Service

Market Demand

Customers demanding better service

Customers demanding better technology – expect speech self-service

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Ticketmaster Strategic Initiatives

Focus on customer service at all interactions

Engage customers in automated call channel with better customer interaction

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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%

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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

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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

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Current System: 3 Disparate Systems

Speech

Event Locator

Caller

Aspect

Welcome Greeting

Handles ConnectionsTo Speech,

Proprietary DTMF,And TM Representatives

Proprietary DTMF

Services Menu,Sales Agent,

CS Agent

Incoming

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5 Transfers for an End-To-End Automated Sales Call

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2

4

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Current Ticketmaster IVR Layout

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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

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New Voxify System

Caller

AspectGenesys GVP

Incoming

1 Transfer for an End-To-EndAutomated Sales Call

Future GVP\Voxify Ticketmaster IVR Layout

Voxify Application Server

Automated Agent Applications

Voxify Super Agent:Welcome

Event Locator

Seating & AvailabilityTicket Sales Delivery

Customer Service

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On Sale Inquiry

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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

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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

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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?

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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

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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