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International Speedway Corporation

An Intelligent Communications Solution by Avaya and Spectrum

Publicly traded International Speedway Corporation (ISC) is a leading promoter of motor sports activities in the United States. ISC owns and operates some of the world’s most famous racetracks, including Talladega Super Speedway, Watkins Glen International and Daytona International Speedway, home of the Daytona 500. For more information, visit www.iscmotorsports.com

Challenge
Historically, ticket sales for ISC-hosted events were independently handled through telephone contacts with ticket offices at each of the 12 race locations. When it came to providing accurate information about each local venue, such as details about seating locations, track conditions and parking, the local staff could provide first-hand information from the site – a real benefit for fans. However, with stand-alone ticket sales offices, ISC was missing out on opportunities to streamline ticket sales operations as well as improve customer service. ISC sought to improve and streamline customer service by integrating customer contacts across the racetracks while gaining insight into processes to more effectively manage performance for improved productivity. With a robust Avaya Contact Center solution in place, they looked to Avaya DevConnect member, Spectrum to for a solution which would provide the abilities to collect, distribute and view key statistics in a large screen format.

Solution
Spectrum worked with ISC to provide an updated Ultra-Link™ software package to facilitate the use of plasma displays in their new contact center. This new release also provided an XML out feature that allows for greater distribution and functionality of collected data. Through Avaya Call Management System (CMS) Ultra-Link collects and distributes real-time and historical data from its ACD to local agents as well as remote agents located at various track locations around the country. Not only can this data be displayed to wallboards and desktops with Data-pop, but statistics can also be viewed on plasma screens or other large video screens with VectraView™; just one of ISC’s requirements when seeking a solution to improve contact center operations. Using the VectraView software, statistics collected by Ultra-Link are displayed in easy-to-read charts and graphs along with live video from the Speed Channel.

Results

Increased efficiency for better ROI. The availability of real-time statistics via agent’s or managers’ desktop improves contact center efficiency through better resource management and provides measurable return on investment.
Improved performance. The solution provides threshold data, enabling agents and supervisors to take part proactively in the success of their group, their department and the organization.
Use of multiple formats for data display. The ability to display contact center statistics in multiple formats (print, electronic print, streaming video) provides the advantage of delivering statistics to each audience in formats they understand and use.

About Spectrum Corporation
Spectrum Corporation is a global provider of real-time software and display technology solutions that communicate vital information to the telecommunications industry. Since 1971, Spectrum has consistently been an innovative leader offering a “total solution” that maximizes performance and increases efficiency for the contact center. The company has serviced FORTUNE 100® and 500® companies with software and hardware installations worldwide. Spectrum’s real-time reporting and alerting software delivers database statistics, metrics and critical messages to plasma screens, wallboards, desktop screen pops, XML web pages, email and mobile devices. Award-winning products include software applications, state-of-the-art display devices such as IP wallboards, plasma screens and integration/installation services.

Spectrum is headquartered in Houston, Texas, with direct sales and support across the United States, Europe, Middle East and Africa (EMEA) and Asia/Pacific (APAC) regions. For more information, visit www.specorp.com.

About Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve market-place advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site: www.avaya.com.
About DevConnect
The DevConnect Program is a comprehensive set of innovative sales, support, marketing and services programs through which Avaya works with members to develop and promote their products and solutions that interoperate with Avaya solutions. For more information, visit DevConnect at http://www.avaya.com/devconnect.