Vue Cinemas

The automated information and ticket booking solution ensures Vue’s customers receive a fast, efficient and personalised service on a no queue basis.

Vue Entertainment is a world class operator and developer of modern state-of-the-art multiplex cinemas. Vue currently operates 116 cinemas across the UK, Germany, Ireland, Denmark, Portugal and Taiwan.

The company has a mission to deliver unrivalled cinema experience with outstanding service provided by friendly and helpful people. Vue serves around 37 million customers per year.

Challenge

With 80 cinemas in the UK, Vue takes thousands of calls a day. To tie in with their mission to deliver outstanding service, be customer focused and innovative they wanted to improve the ease of the booking process for customers and the quality of the guest services. To achieve this, Vue wanted to reduce call waiting times for customers who want to book tickets and find basic film information, especially at peak times or when popular films are released.

Solution

The cinema information and ticket booking service was originally launched in May 2004, providing Vue with a one-number telephone solution for its group of UK cinemas. Using Eckoh's advanced speech recognition technology, the automated service allows customers to request film information and screen times at their nearest cinema and book and pay for tickets in advance.

Callers can book from the extensive range of ticket and performance types across the Vue network, select where they would like to sit in the cinema and keep it as a personal preference. It also features increased levels of personalisation that offers callers option selections based upon their previous call patterns to help make the call experience faster and more intuitive. The market leading speech recognition solution is hosted on Eckoh's VoiceXML processing platform and receives over a million calls every year from Vue's customers.

In 2006 this contract was extended to provide Vue with a contact centre, this creating a complete customer service solution. The live UK-based contact centre manages inbound and outbound customer calls and emails, which include ticket booking, enquiries, complaints and refunds as well as the fulfilment of Vue's gift card operations and data entry.

Value

By outsourcing their guest services to Eckoh, Vue Cinemas can reduce costs and increase their customer service and brand awareness. The contact centre is flexible and responsive, allowing Vue to confidently manage call peaks when a new film is being released or at weekends.

The automated information and ticket booking solution ensures Vue's customers receive a fast, efficient and personalised service on a no queue basis. The caller is still offered the option to be transferred to a highly trained dedicated Eckoh agent in the contact centre, who will handle the call in a professional manner.

The two services integrate seamlessly providing a complete end-to-end customer service solution for Vue, with the ability to fulfil all of their requirements. In 2011 we received 300,000 calls into our contact centre and over 1.2 million calls to the automated service taking over £2.5 million in payments.

Client benefits:

  • Flexible and responsive contact centre
  • Quick and intuitive automated service
  • Reduction in call waiting times
  • Multi-channel approach
  • Highly trained dedicated agents
  • Improved customer service levels
  • Reduction of operational costs
  • Secure and resilient platform
“We have been working with Eckoh for almost a decade and they have consistently demonstrated an unrivalled level of flexibility, responsiveness, and expertise in the delivery of their telephony and contact centre services. Vue strives to set the highest customer service benchmarks for the cinema industry and as our partner, Eckoh has helped us to achieve that goal. We look forward to exploring other multichannel services with them to provide a more satisfying experience for our customers."
Steve Knibbs, Chief Operating Officer, VUE Cinemas