Edify to Power Ticketmaster Consumer Self-Service Across Enterprise Call Centers
SANTA CLARA, CA -- Edify Corporation, an S1 company (NASDAQ: SONE) and a global supplier of end-to-end CRM solutions announced it has been selected by Ticketmaster to help upgrade and automate its consumer self-service operations. Edify will use its Electronic Workforce platform and Voice Virtual Customer Service Representative (vCSR) applications in conjunction with OpenSpeech Recognizer from SpeechWorks International Inc. (NASDAQ: SPWX), a provider of speech recognition and text-to-speech (TTS) technologies, to increase call treatment accuracy and accommodate higher call transaction volume for Ticketmaster. The Edify Voice vCSR application will be used by Ticketmaster call center agents throughout its worldwide call centers. Ticketmaster call centers receive from 80,000 to 100,000 calls per day regarding artist schedules, performance dates, venues, ticket pricing and availability, as well as directions. The Edify Voice self-service applications will automate Ticketmaster's front-end call director process, thereby enabling 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. Following an extensive review of service, Ticketmaster selected Edify to implement the overhaul of its enterprise-wide call center network. Based on the Edify Enterprise suite and leveraging SpeechWorks' OpenSpeech Recognizer software, Edify was able to provide Ticketmaster with a speech-enabled call management system.