Avaya are just the ticket for MLB’s New York Mets

Avaya has been selected to power improvements in the New York Mets’ ticketing services.

The Major League Baseball (MLB) team will use Avaya’s Aura platform for contact centre and unified communications, and employ an Avaya data core networking infrastructure. The Mets, whose Citi Field arena attracts more than three million spectators per year, hope to “transform the way the team communicates, collaborates and serves its fans”.

The MLB team said it recognised the need to modernise its ticketing operations department, with Aura able to meet the needs for increased scale and a faster, more personalised service. The Mets will also employ Integration Partners, an Avaya Diamond-certified partner, to guarantee a smooth implementation.

“The NY Mets have millions of loyal fans and want to provide them the best experience,” said Tom Festa, vice-president of technology for the Mets. “Avaya understands exactly where we need to go and delivers the technology that the Mets and their fans can count on.”

Aura will provide the more than 100 employees in the agent call centre with productivity-boosting features such as a single, digital interface for managing all fan interactions, the ability to dial out of email using a single click, and the flexibility to use any available workstation.

An Avaya spokesperson added: “The new tools will allow the club to better track the number of calls coming in and out of its ticketing department, providing greater visibility into agent performance while capturing the rich customer details that lead to next level of service. Future integration between Avaya Aura and the organisation’s CRM platform will help ensure that fans have the best possible customer experience when purchasing seats or season ticket packages.”