Horizon Contact for Sports Club

Challenges and Benefits

As a Sports Fan:

If there is a queue, I don’t want to wait in it, I’d like someone to call me back at a time that suits me (Call Back Slots)
I want to know if there are tickets available before I wait in a long queue (Queue check options)
I want to speak to my sports club in a way that is convenient for me and choose my channel of choice (Omnichannel)
I would like to receive confirmation of my ticket purchase (Outbound SMS)
I would like to be contacted prior to my season ticket renewal to ensure that I retain my seat for next season (Campaign Dialler)

As a Sports Club:

I want a way we can handle the spike in call traffic on match/events days (Call back)
I want to ensure we can provide priority treatment to our season ticket holders (VIP routing)
I want to deflect calls to other channels when we receive calls for requesting information (webchat FAQ)
I want to proactively contact season ticket holders prior to renewal (Campaign Dialler)
I want to know how many calls are waiting in specific queues (Wallboards)

Key Features:

Call back slots
VIP Routing
Omnichannel
Campaign Dialler
Wallboards
SMS

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