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Pacers Sports & Entertainment 

Pacers Sports & Entertainment is a high-performance company that manages the National Basketball Association’s (NBA) Indiana Pacers and all events at Bankers Life Fieldhouse. The Pacers strive for superior customer service, with quicker response times to customer inquiries and better training.

 

“After implementing the Mitel system, we’ve had outstanding results,” said CTO Ed Frederici. “We have a mobile workforce that can get out in to the community and do their job, we have a completely reliable system that never goes down, sound quality is outstanding…we really are able to use our phones as an asset to do our jobs better."

    Goals
    • Replace an aging phone system that provided zero visibility into customer interactions
    • Minimize employee downtime and increase productivity
    • Improve customer satisfaction
    Results
    • Access to robust analytics to identify training opportunities, peak traffic periods and customer insights
    • Full mobility keeps employees productive no matter where the day takes them
    • Improved customer satisfaction scores on annual NBA survey
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