While the time for theme parks has largely fallen by the wayside thanks to the arrival of Labor Day and the sure knowledge that most every kid is back in school, there's little doubt that theme parks are a big part of life in a lot of places. In Germany's Movie Park, meanwhile, there's plenty of magic going on, the kind of magic that can only really come about from careful attention to detail and close communication from park staff. To support that communication and detail, Movie Park recently brought in Mitel to help drive its behind-the-scenes operations.
Mitel (News - Alert) will be delivering upgrades to the park's contact center services, which look to help bolster customer service in the park as well as make system maintenance a smoother, simpler operation, and thus a less expensive one. Indeed, reports suggest that Movie Park stands to save an estimated $17,075 annually as of this writing thanks to the new communications system, and reports from Movie Park Germany's IT manager Michael Jagers noted that the company is now able to handle 12 percent more calls per year with the new Mitel system in place.
Employees will be able to handle calls through a new computer telephony integration (CTI (News - Alert)) system that routes through Microsoft Outlook. With a new single-number service also on hand, park staff should be able to provide information to callers much faster than before, making everyone's experience better in the process.
Reports suggest that the park's operator, Parques Reunidos, believed that the time was right to upgrade in a bid to get a system that would prove valuable not only today, but also tomorrow, and Mitel filled the bill. Since Mitel's systems are scalable, and can be increased or decreased in scope according to needs on the ground, it has that note of “future-proofing” that helps ensure that the system is neither overbought nor underpowered.
Being prepared for the future is important, particularly when it comes to communications systems. Buying just what's needed to cover today is great for today, but if there's no room for expansion later, it forces some unpleasant questions as capacity proves to be inferior to demand. How does a company get the needed extra capacity? Does it bolt on some extra room and hope for the best? Or is the big new purchase of five years ago rendered moot and a whole new big purchase is brought in? Planning for this kind of issue in advance has a way of paying dividends in the form of purchases that don't need to be made later on, and that's the move that Movie Park Germany appears to have embarked on here.
Magic like that made at Movie Park Germany doesn't come easily, and it takes plenty of communication to get there. That's where Mitel can help make so much difference, and before it's all said and done, perhaps even Movie Park Germany will be surprised by the new level of capability it has on hand. It's quite a trick when even the magician is fooled.
Edited by Maurice Nagle