New York Mets

100-2,499 Employees
Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

Networking

Build a path to the future. Avaya’s advanced fabric networking technology takes SDN networking and cloud services to the next level. Reduce network outages, enjoy quicker access to information, and easily integrate new communications channels and applications. If you wish, do it all with your existing infrastructure.

Services
Team Engagement

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

“Avaya understands exactly where we need to go and delivers the technology and support that the Mets and their fans can count on.”

                                            —Tom Festa, Vice President of Technology, New York Mets

Benefits

Increased Productivity
Enhanced Collaboration
Improved Customer Service

A NEW MVP ON THE NY METS TECHNOLOGY ROSTER: AVAYA

Avaya Aura® and Avaya Fabric Connect Cover all Bases, Now and in the Future

Experience is everything in the world of sports. Whether their team wins or loses, one thing is sure: fans at Citi Field should never leave hungry. At the home field for Major League Baseball’s New York Mets, the choices go way beyond hot dogs, from steak to gourmet tacos to sushi, and more.

It’s just one of the reasons why Citi Field ranks in the top 100 venues in sports and one of the top venues in the New York metropolitan area. On top of superior dining, the more than 3 million visitors a year enjoy a family entertainment area, an outfield picnic area, party decks, an interactive Mets museum and Hall of Fame displays, a state-of-the-art sound system and video boards, and stadium-wide Wi-Fi.

With all this to offer, Citi Field has become a destination for just about any occasion. With more than 200,000 square feet of hospitality space, the venue also plays host to other sporting events, corporate meetings, private parties, trade shows, and concerts with headliners such as Beyoncé, and an impressive 100+ weddings and Bar/Bat Mitzvahs each year. The goal: deliver a memorable experience that keeps guests coming back.

Now, Citi Field goes a step further by upgrading to a modern networking infrastructure to support advanced unified communications and contact center solutions. As well, the organization adds enterprise-wide voice, video, data, and web communications to manage staff mobility and conference needs – all to provide a more connected experience for staff and fans.

CHALLENGES

  • Citi Field and the Mets require a network to keep pace with ever-growing traffic.
  • Previously, conference calls were capped at 60 people.
  • The contact center lacked CRM integration and reporting.
  • Leadership and staff need mobility features to communicate in and out of the office.
  • The organization needed greater redundancy for business continuity.

VALUE CREATED

  • Avaya Fabric Connect simplifies configuration and management, and increases network flexibility and availability.
  • SIP trunking boosts flexibility, eases administration and lowers costs.
  • Extensive reporting enables the right staffing at the right time – to maintain high service levels.
  • Data and voice from a single provider eliminates the need for separate team members to address different systems.
  • SIP trunking at each location provides more reliable service through redundancy.
  • Avaya Support provides problem prevention, rapid issue resolution and continual solution optimization.

A Trusted Team Player

Citi Field and the Mets have long partnered with Avaya for data networking. When it came time to upgrade the network and add unified communications and contact center capabilities, the organization looked at multiple options before again choosing Avaya. Avaya could deliver solutions across the organization’s wish list: instant messaging, conferencing, mobility features, a new contact center, a secure, extendable network to underpin it all, and award-winning support services.

“The NY Mets have millions of loyal fans and want to provide them the best experience,” says Tom Festa, Vice President of Technology, New York Mets. “Avaya understands exactly where we need to go and delivers the technology and support that the Mets and their fans can count on.”

“Looking at our history with Avaya, its enterprise capabilities, its experience in the commercial and sports markets, and the fact that it’s a well-entrenched platform, all contributed to the decision to deepen our relationship with Avaya,” Festa adds.

The organization worked closely with Avaya and Integration Partners, an Avaya Partner of the Year, to design the optimal network infrastructure. The Avaya Fabric Connect networking solution simplifies configuration and management, and increases network flexibility and availability – in a data center footprint that’s one-sixth the size of the previous solution.

The entire Mets operation runs on a 100% Avaya data core, upgraded in the last year, at all its locations, including Citi Field’s 1.2 million square feet; offices and a spring training facility in Port St. Lucie, Florida; and at MCU Park, home of the Coney Island Cyclones minor league team.

The organization replaced all PRI circuits with SIP trunking at each location for more reliable service through redundancy. For business continuity, the Mets rely on the Florida location as its disaster recovery site. SIP trunking additionally eases IT administration and costs with no hardware, wiring or circuit boxes to maintain, and the ability to pay for only the lines needed.

“Moving to the SIP world, we gained better coverage and more flexibility to move calls around, for less cost,” Festa says.

From Front to Back-Office, Staff Bring their A-Game

With Avaya Aura, the Mets gain a suite of advanced unified communications and contact center solutions that all work together to improve customer-facing interactions as well as back-office operations. Once tied to Microsoft CRM, agents will have customer information instantly on hand to reduce call times and deliver a more personalized experience as they sell individual and season tickets. Plus, call center managers can tap into extensive reporting to help them staff the right number of agents at the right time to maintain high service levels, as well as to identify training opportunities.

Whether staff are in the office or out, mobility features allow them to connect and resolve issues more quickly. “When people are running around trying to support an event, they’re not at their desks,” Festa says. “Now they can get calls or instant messages anywhere.”

For IT staff, a suite of Avaya solutions simply saves time. “Having data and voice from a single provider means we don’t have to hire different people to help with different products,” Festa says.

Moreover, full proactive support from Avaya maximizes uptime and makes life easier for IT staff. Avaya EXPERT SystemsSM, SLA Mon™ Server and HealthCheck enable the IT team to have peace of mind with automated remote monitoring, and allow them to self-diagnose key network errors and spot configuration errors – for faster problem resolution, fewer escalations and greater stability. Avaya also delivers rapid onsite support and parts replacement as needed.

Avaya: A Heavy Hitter for the Fan Experience

With Avaya on its team, Citi Field and the Mets are now well-positioned to improve the fan experience even further. “We will have the ability to tailor interaction with our customers,” Festa says. “If we can identify the customer calling, we can say, ‘By the way, Happy Birthday.’ Nowadays that’s the kind of service that people expect.”

Festa also looks forward to conferencing that will accommodate more than 60 people – the previous limit. With SIP Trunking, they can handle 1,000 callers or more.

"Looking at our history with Avaya, its enterprise capabilities, its experience in the commercial and sports markets, and the fact that it’s a well-entrenched platform, all contributed to the decision to deepen our relationship with Avaya.

—Tom Festa, Vice President of Technology, New York Mets

About Citi Field

Citi Field is located in the Flushing Meadows–Corona Park in the Queens borough of New York City. Citi Field is the home baseball park for the New York Mets baseball team and opened in 2009 as a replacement for the formerly adjacent Shea Stadium, which opened in 1964 next to the site of the 1964–1965 World’s Fair.

SOLUTIONS

  • Avaya Fabric Connect
  • Avaya Aura® Call Center Elite
  • Avaya Call Management System
  • Avaya Aura® Conferencing
  • Avaya Aura® Messaging
  • Avaya Ethernet Routing Switches 4000 Series
  • Avaya Virtual Services Platform 4000 Series
  • Avaya Virtual Services Platform 8000 Series
  • Avaya Support Advantage Preferred
  • Avaya Upgrade Advantage
  • Advance Parts Replacement Next Business Day
  • Advance Parts Replacement 4 Hours
  • Avaya Diagnostic Server with SAL Gateway and SLA Mon™ technology
  • Avaya EXPERT SystemsSM
  • Avaya HealthCheck

CUSTOMER PROFILE
  • Headquarters:

  • United States

  • # Employees:

  • 300

Citi Field is located in the Flushing Meadows–Corona Park in the Queens borough of New York City. Citi Field is the home baseball park for the New York Mets baseball team and opened in 2009 as a replacement for the formerly adjacent Shea Stadium, which opened in 1964 next to the site of the 1964–1965 World’s Fair.

What our Customers are saying
"Looking at our history with Avaya, its enterprise capabilities, its experience in the commercial and sports markets, and the fact that it’s a well-entrenched platform, all contributed to the decision to deepen our relationship with Avaya."

Read more testimonials >
  • Tom Festa

  • New York Mets

Avaya Services Provided