Giving voice to the Olympics - Company Business and Marketing

Voice Integrators, Inc. (VI) participated in creating the Olympian Call Center project for the 2000 Olympics in Sydney, Australia. The Olympic Event Inquiry Solution gives callers access to information on game schedules, venues, and ticketing procedures 24x7. VI teamed with Sydney-based Connect IBS, official call center for the games, and built the applications for the integrated voice response (IVR) system, using Edify's Electronic Workforce application platform.

The IVR system also offers fax-back 900 service with route information and maps, a connection providing volunteers information on service operations, and call routing to Olympic agents for specialized requests. This offloads significant call volume from the contact center representatives, especially during peak inquiry times, such as the launch of ticket applications.

The Sydney company worked with a similar call center requirement at the 1996 Atlanta Olympics, according to Brian Brannigan, managing director of VI in Sydney. "We anticipated the huge demand for information and provided the best possible solution to handle the vast call volume," he says.

The call center began operations on June 1, 1998. The second phase of ticket issuing started near the end of 1999, with call volumes expected at more than 3,000 calls per hour (50,000 calls per day). About 300 phone lines are being managed by the IVR system. More than 250,000 visitors are expected in Sydney for the games, which will feature hundreds of ticketed sessions, spanning 30 sports in 18 venues over a 17-day period.

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