Customers can contact the Customer Service Center via the premium telephone numbers, internet, chat and social media for new and already made reservations and other questions. Sound of Data has been supporting Eventim’s inbound telephony flows for almost 15 years.
Eventim Nederland is the online ticketshop for musicals, concerts, theater performances, sporting events and pop festivals. They are also the official sales partner of Stage Entertainment and DeLaMar.
The challenge
Eventim uses several premium numbers, each of which has its own queues and calendars. In addition, the agents have different experience levels, so not every agent can answer every number.
At the beginning of 2022, Eventim was looking for a new telephony solution because the contract with the current supplier was expiring. Sound of Data had already assisted Eventim with telephony migrations before and this time as well, Eventim asked for advice.
The current solution largely sufficed, but there were wishes for improvement. Eventim wanted:
- better management of certain queues and priorities
- the ability to deploy a callback solution
- better and more insightful reports
- make it easier to work from home
- the ability to call with Teams
The solution
This time Sound of Data not only advised, but was ultimately chosen as supplier. A combination of two products has been implemented:
Eventim already communicated a lot via MS Teams. That is why we decided to implement a 3CX hosted PBX. This can be seamlessly integrated with MS Teams. As a result, Teams can now also be used for all internal and external office telephony.
The Customer Service Center has switched to the telephony solution of the omnichannel platform Xcally. This platform has extensive contact center functionality and meets all Eventim’s wishes.
“We have been working with Sound of Data to full satisfaction for a long time. That is why it is ideal that they now also host our telephony solution. This way we only have one party to turn to for all telephony questions.”
The result
Because of the integration of 3CX with Teams, all landline telephones are removed from the desks and employees no longer have to forward calls to their private mobiles when they leave the office. Everyone can work in the same way from any location and no additional hardware is needed. Employees can also easily switch from a telephone call to a video call with each other and invite a colleague to join a call at the same time.
With the implementation of Xcally, the Customer Service Center can use new features such as the ability to easily listen back to conversations and see how many customers are in the queue for their line.
In addition, Xcally has extensive reporting options, which gives the supervisors more insight into the various KPIs and makes it easier to report to the various producers.
3CX and Xcally are integrated with each other to some degree. This means that office staff and supervisors can call each other whenever they want. And the agents can keep in touch with the office staff via Teams chat for questions that don’t require the involvement of the supervisor.