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Archive for November, 2008

CallScripter is just the Ticket for Merlin

November 28th, 2008

CallScripter is delighted to announce that they have recently completed Phase 1 of a Complete Contact Centre Ticketing Solution for the world’s second largest Global entertainments company, Merlin Entertainments Ltd.

Merlin Entertainments is both broad and varied and includes some of the world’s best-known visitor attractions, with the likes of the world-acclaimed Madame Tussauds, Dungeons, Alton Towers, Warwick Castle, Thorpe Park, Legoland, SEALIFE Centres and The London Eye, amongst much more.

Ticket sales for the group are both wide-ranging and complex, with a huge range of options available to the consumer, for example, which attraction, date, time and specific ride tickets.  The options are almost infinite. The existing platform was not sufficiently equipped to efficiently process the sales, and the decision was taken to install a new platform.  From the outset, it became apparent that CallScripter offered the functionality and flexibility required to simplify the process in the Group’s Contact Centres.

The CallScripter software suite has all the capabilities to meet Merlin’s needs and through joint development and extensive discussion, the perfect solution has now been installed and is live in Merlin’s Contact Centres.  CallScripter guides Merlin’s booking agents through the sales process, prompting for required information, as well as providing special offers, opening times and Fast-Track ticket options for leading attractions.  The application is now being rolled out throughout the Merlin Entertainments group of companies, and early results are positive.

Commenting on the partnership Maurice Johnson, Head of Corporate Sales for CallScripter, says “The acquisition of the Merlin contract was a significant milestone for CallScripter.  The work has tested the perception of a traditional scripting application with staggering results, perhaps the key benefit being the ease of use and simplicity for Merlin’s Booking Agents.”  Maurice continues “The contract will lead to continued development work to cover the ever-evolving needs of Merlin Entertainments, and we intend to keep delivering tangible solutions for Merlin.”

Speaking on behalf of Merlin Entertainments, Steve Messenbird, Head of Merlin Contact Centres adds “We couldn’t be happier with CallScripter. From the word go, we have found their team to be intuitive and fully aware of our needs, while at the same time projecting total confidence in their product.  The implementation of CallScripter has resulted in a far smoother process for both the customer and the booking agent, a win-win situation all round.”