Case Study: New York Mets achieves a smarter, more connected fan experience with Avaya

The New York Mets Hit the Guest Experience Out of the Park

The New York Mets, host of Citi Field and a year‑round venue for games, events and corporate functions, needed better communications to deliver a consistent, personalized guest experience and support ticket sales, corporate bookings and media relations. Their legacy telephony and contact center lacked analytics, capped conference calls at 60 participants, offered limited mobility, and made adds/moves slow and disruptive during peak seasons that drive roughly 25,000 calls weekly.

The Mets deployed Avaya Aura and Equinox — a unified messaging, contact center and conferencing solution with PC soft clients and easy IP provisioning — to gain real‑time analytics, CRM integration, large‑scale conferencing and mobile collaboration. The results: faster agent setup and relocations (about one‑third the prior time), data‑driven staffing and training decisions, hundreds‑person conference capacity, improved personalization and sales opportunities, and overall higher staff productivity and fan satisfaction.

New York Mets

Tom Festa

Vice President of Technology