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DreamWorks L.L.C was created in 1994 by Steven Spielberg, Jeffrey Katzenberg, and David Geffen. DreamWorks produces live action movies (The Terminal, The Ring) and TV shows (Las Vegas). It distributes its live action movies and the computer-animated features created by DreamWorks Animation.
The most critical time for a movie studio is the first few weeks that a movie is released. The studio requires hour-to-hour reporting of ticket sales. Receiving sales data is time-critical as marketing decisions are being made on where to spend millions in advertising in order to drive ticket sales. DreamWorks had a challenge. Most independent theaters do not interface directly with DreamWorks' computerized reporting systems. In fact, independent theaters relied on calling into DreamWorks offices many times during the day to directly report ticket sales. This required DreamWorks to staff Customer Service Representatives(CSRs) to take the information. The majority of calls come during the weekend and after normal business hours making it more expensive to hire CSRs.
DreamWorks, a leader in innovation, chose Voxify to automate its calls in 2002 and has been using the Automated Agent ever since. DreamWorks uses a Voxify Automated Agent to take ticket sales reporting calls from the many theaters that call during the release of a movie. Call spikes are automatically handled and the caller experience is quick and efficient.
Problem
- DreamWorks used to staff CSRs to take ticket sale reporting during the most critical time: the first weeks of the release of a new movie. It was expensive to staff for such short periods of time.
Solution
- Voxify Automated Agent
- Deployed as a Hosted Managed Service
Benefits
- Ticket sale reporting is done in an automated way without having to staff CSRs
- Call spikes are handled with no hold times
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