Jeff Lutes, the Magic’s Senior Vice President of Technology, recalls the sales team’s growing frustration with their on-premise phone infrastructure.
“The phone system made it very difficult for our agents to be mobile,” Jeff says. “They were limited to forwarding their office numbers to their own mobile phones, but they wouldn’t know if those calls were work or personal. And if they wanted to make a business call originating from the company phone system, that process was so cumbersome that no one ever did it.”
The staff also desired to more fully integrate their phone system into their CRM—or, as Jeff explains—to easily integrate the systems. “With our on-premise phone system, anytime we wanted to make even a simple system change, we had to call a third party, submit a request, and wait.”
These limitations were increasingly undermining the Magic’s ability to create the outstanding experience the team wanted to provide for clients, fans, and other callers.
Here’s how Jeff sums up the challenge: “We basically had four sales rooms and or support centers established: ticket sales, our Fan Experience Center, the Solar Bears hockey team, and an internal number for IT issues. But other than being able to set up some basic call queues, we really didn’t have much of a contact center solution.”
