A communications revolution’s hitting sports and entertainment venues. They’re re-defining the customer experience to lure fans away from their flat-screen televisions and back to the stadium. At the same time, players, coaches and agents have become mobile and more reliant on simple ways to stay in touch while on the road and at training camps.
What’s behind this revolution? Technology. Leveraging the right solutions increasingly makes or breaks sports and entertainment venues as they reinvent themselves to meet the demands of modern fans, players and coaches. These demands include in-stadium app experiences, seamless access to Wi-Fi on personal devices, personalized service and mobile support.
As venues update their existing communications platforms, they need to decide whether they should keep their system on-site or move it to the cloud. But while there’s no denying cloud communication’s steady growth and appeal, on-site deployment has by no means disappeared. In fact, non-cloud solutions represented more than half of IT infrastructure spending in 2017.
Keeping communications systems on-site delivers several benefits: You own the system and control its updates. On-site deployment also offers an increased level of security, a growing concern for many organizations.
To help make the best decision for your venue, consider past success stories. Here are two examples of on-site deployment delivering home runs.
On-site deployment: The relief pitcher for Major League Baseball
Major League Baseball oversees 30 fields and its New York MLB Replay Operations Center. Not long ago, the stadiums were filled with disparate, outdated equipment that contributed to game delays and inconsistent user experiences. The league needed a secure unified communications solution that would provide a predictable experience and reliable coverage in dugouts, bullpens, press boxes, clubhouses and the replay center. In addition, the MLB wanted to ensure all teams were using phones that adhered to its rules and regulations.
An on-site deployment delivered a grand slam:
Fast deployment during the off-season so no games were interrupted.
Call recording to verify each team follows the rules.
Improved pace of play because officials can enforce proper dugout phone usage.
A business communications platform providing voice, messaging, mobility, presence, conferencing, collaboration and applications that can be deployed in a single site or in a global multi-site network. No need to combine tools from multiple vendors.
Flexible deployment through a system that can be installed on industry-standard x-86 servers in a virtualized environment, eliminating the need to support multiple appliances.
The Phillies steal home with an on-site deployment
When the Philadelphia Phillies moved to their new ballpark in 2004, the team decided to upgrade its communications. Five years later, the organization discovered it was time to expand the system to include its training facility in Florida and improve the fan experience. A smooth deployment during the transition to a new stadium and the ability to quickly expand as needs changed made on-site the way to go.
Hot-desking provides employees with seamless access to all communications tools via one number and one voicemail, whether they’re in the stadium, at spring training or on the road.
Call routing directs customer calls to the right person the first time, reducing waits.
Call reporting and recording provide valuable data for training, so contact center agents can improve how they handle calls with fans.
CRM integration gives agents detailed information on each caller, so conversations are more engaging and personal.
How to make the right call
Choosing an on-site deployment is an easy decision for organizations that want total control and increased security over their data. For others, the choice may not be as clear. Sports and entertainment venues operate in constantly changing and highly competitive environments, so it’s important to choose a communications solution that’s adaptable.
Venues can future-proof communications by working with a vendor committed to supporting on-site deployments that has a strong understanding of where the industry is going.
Recruiting the right vendor will help you deploy a solution with the cloud’s flexibility and scalability, while giving you the control and security of on-site deployments. That’s a winning strategy for everyone.