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Avaya Contact Center Solutions Help International SpeedwayCorporation Put Motorsport Fans in the Driver's Seat

06-14-2005

Avaya is helping the International Speedway Corporation (ISC), aleading promoter of motorsport activities, put millions of fans inthe driver's seat.Avaya (NYSE:AV), a leading global provider of business communication applications, systems and services, is helping the International Speedway Corporation (ISC), a leading promoter of motorsport activities, put millions of fans in the driver's seat. When ISC sought to enhance customer service and improve agent productivity, it turned to Avaya's industry-leading contact center solutions to connect its headquarters and racing facilities distributed across the United States. The solutions allow ISC to speed ticket sales, give fans around-the-clock access to expanded race information, and enable agents to deliver superior customer service from any location.

ISC uses applications from the Avaya Customer Interaction Suite to drive advanced levels of customer service for world-famous racetrack facilities - from Talladega and Watkins Glen to the Daytona International Speedway, home of the Daytona 500®. Each year, these sites host more than 3.5 million fans for events sponsored by NASCAR and other motorsports companies. Historically, ticket sales and fan questions about directions, seat location and track conditions were handled through local ticket offices at each track. Hours of availability were limited, and each site operated independently, unable to back each other up during busy times.

"We have millions of dedicated fans who need information year-round on a wide range of events," said Tom Canello, director of customer contact for ISC. "Our first step was to extend the hours of coverage we provided and make it easier for fans to get information and order tickets."

Using Avaya solutions, Canello established a new 60-agent contact center at ISC headquarters in Daytona Beach, Fla. to complement racetrack ticket offices and extend the hours of service. Underpinning the operation are an Avaya Interaction Center multimedia contact center application and Avaya Operational Analyst - key applications that allow International Speedway to manage, record and report on customer interactions whether they arrive by phone, Web chat or e-mail. Through these applications, the company can achieve more intelligent communications, helping to ensure customer inquiries are automatically routed to the right agent at the right time based on skill sets defined by ISC.

To link its new corporate contact center with racetrack ticket offices, International Speedway uses an IP-based soft phone solution - the Avaya IP Agent - to extend contact center capabilities from its headquarters to all sites in the most cost-effective manner. The IP Agent incorporates contact center solutions onto the existing PCs used by 50 remote ticket agents, enabling them to interact with customers more efficiently and access a full range of contact center capabilities from a simple graphical user interface, just as if they were at headquarters.

With Avaya's solutions, ISC can more easily accommodate the calling peaks associated with major races like the Daytona 500® - which is attended by a quarter of a million fans - without having to add agents to the payroll. Work now flows seamlessly across locations based on call volumes, time zones and local workloads.

By matching incoming phone numbers with customer records, Avaya Interaction Center provides "screen pops" from ISC's FanTracker database, with background on each caller and their order status. With this information at an agent's fingertips, Canello estimates the company has shaved 30 to 40 seconds off the average call, for a dramatic improvement in productivity.

In addition, an estimated 0 percent of all incoming inquiries are now handled automatically by an Avaya Interactive Response self-service system, which provides fans with 24/7 access to a variety of information. This capability allows ISC to make real-time changes on the fly to keep customers informed about traffic snarls and weather delays.

"Giving fans the option to hear recorded information serves customers' information needs, while freeing our agents to focus on those callers who need personal attention," says Canello. "As a result, we've seen an increase of about 30 percent in the number of agent-handled calls that result in sales."

The Operational Analyst software provides ISC with a complete overview of its operations, including a "cradle to grave" history of phone, email and Web contacts, workloads and how well the organization is performing against the service parameters it has established. Managers have the data they need to accurately gauge agent productivity and make ongoing improvements in customer operations.

The contact center solution for ISC was developed in partnership with Trien & Associates, one of the most respected independent telecommunications consulting firms in the nation. System design and ongoing maintenance are provided by Avaya Global Services, a team of more than 8,000 consultants and professionals skilled in assessing, planning, designing, managing and maintaining converged, multivendor voice and data networks around the globe.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com

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