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Case Study

Capital FM Arena

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Astro provide Unified Communications and contact centre for Capital FM Arena

The Capital FM Arena Nottingham is the East Midlands’ premier entertainment venue based in the heart of the vibrant city centre. With a 10,000 crowd capacity, the Arena showcases the biggest names in music, comedy and sport. The versatile venue has an intimate feel where all visitors are treated to fantastic stage views, allowing them to enjoy the ultimate entertainment experience. The Arena is based within the National Ice Centre complex, the UK’s first twin ice pad facility and centre of excellence for ice sports in the UK. With a large contact centre managing ticket purchases for events and shows, the ShoreTel UC system is at the very heart of the commercial side of the organisation. Calls are delivered into the area through SIP trunks onto a Session Boarder Controller and then distributed to the agents via the ShoreTel system. The Arena make full use of ShoreTel Communicator using presence and IM information to keep agents free to handle calls as well as intensive use of the reporting system. Reliability and availability are absolutely essential to the area as downtime during a key tickets sales period would be disastrous for the organisation. A mixture of handset models, soft clients and operator tools are used to ensure that everyone from reception to office workers and then contact centre agents are best equipped with the correct equipment for their role. More information is available here.