Case Study: Ticketmaster achieves a high-quality global SIP contact center, improved agent efficiency and reduced costs with Genesys

High-Quality VoIP Connectivity for a Global Contact Center Built on Genesys SIP Server

Ticketmaster, the global leader in event ticketing and one of the world’s top five eCommerce sites with over 32 million monthly visitors, operates 14 contact centers across 20 international markets. Facing aging, costly and disparate ACD systems, Ticketmaster needed to improve fan service, support global expansion and cut operating costs while consolidating contact center technology.

Ticketmaster implemented one of the largest Genesys SIP contact center deployments, using AudioCodes gateways to bridge TDM trunks during a phased migration and adding AudioCodes E‑SBCs for SIP demarcation, interoperability and security. A Genesys Network Readiness Assessment resolved critical network issues before go‑live; the result was nearly 100% of North American traffic on SIP trunks, improved agent efficiency, better call data tracking and reduced operational costs (earning a Genesys Customer Innovation Award).

Ticketmaster

Elizabeth Gotto

Senior Vice President, Global Contact Center Technology, Ticketmaster