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BigTree Entertainment Significantly Minimizes Average Call Handling Time

Bigtree Entertainment

Parikshit Dar

Director-Tech,
Bigtree


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Use Case

Two-way interactions through an all-in-one healthcare application

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Region

Mumbai, India
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Industry

Entertainment

About Bigtree Entertainment

Bigtree Entertainment Pvt. Ltd. is India’s very first entertainment ticketing company. Besides ticket booking, it is also involved in software sales and support, ticketing services, box office tracking and analysis.

The company through its website, BookMyShow facilitates ticket bookings for movies, concerts, and live events. The customer calls Bigtree to get the latest movie or event-related information and this info is further segregated on regional basis. The website has a strong presence in major cities across India and a single number works for phone bookings through an automated speech recognition system. For payments, the customer has the flexibility to choose between Credit Card, Online payment, or Cash-on-Delivery options.

Challenges

  • Automate voice-based customer service
  • Auto-notifications and updates to customers
  • Required a customizable IVR
  • Integration with existing applications and payment gateway
  • Auto-SMS confirmation for ticket booking

Solutions

  • Increased customer base
  • Reduced cost per agent per transaction
  • Better customer experience
  • Easy change of movies and shows in the IVR via a GUI-based interface
  • Integration with multiple systems like Payment Gateway, CRM, ASR and Database

Ameyo helped Bigtree Entertainment

Bigtree faced the challenge of automating the ever-changing movie or event-related information and also minimizing agent-customer interaction to bring down the cost per transaction. Taking into account the workload of agents at Bigtree, it was essential to implement features that could minimize average call handling times. Every call for ticket booking or for other inquiry had to be processed in the minimum time frame with utmost efficiency. This called for a platform that could enhance Quality Monitoring. Ameyo helped maximize agent performance and process efficiencies.