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Posts Tagged ‘Merlin’

Merlin Entertainments to Incrase Sales Via CallScripter

November 15th, 2013

Merlin Entertainments, the largest European entertainments company and CallScripter, a market leader in agent guidance and call scripting technology are pleased to announce the roll out of the CallScripter application internationally.

Steve Messenbird, Global Contact Centre Director at Merlin, says,CallScripter has allowed Merlin Entertainments to grow its pre-booked sales globally within our contact centre environments, exceeding all expectations while meeting our customer needs. Merlin Entertainments currently has contact centres based in the UK, Germany, Australia and the USA. Installing CallScripter into these regions has been an incredibly simple process which ensures we are sharing best practice booking processes throughout all our call centres globally.”


The CallScripter agent scripting application helps to:

  • Enable multiple skill sets in real-time and provide a complete transparency in agent productivity and sales performance
  • Empower agents with knowledge and data to sell tickets efficiently and successfully

Additional resources

About Merlin
Merlin Entertainments is the largest European entertainments company operating in Europe. Merlin runs 99 attractions in 22 countries across four continents.

For more information visit

About CallScripter
CallScripter is the market leading contact centre scripting software solution internationally, designed to maximise contact centre productivity while improving agent and business efficiency. With over a decade of experience, CallScripter is dedicated to providing unrivalled best of breed solutions to modern contact centres around the globe.

CallScripter is a division of IPPlus plc, the AIM listed business services organisation, whose interests include software and outsourced contact centres. The CallScripter headquarters are based in Ipswich, the UK with regional partners worldwide.

For more information visit

CallScripter is just the Ticket for Merlin

November 28th, 2008

CallScripter is delighted to announce that they have recently completed Phase 1 of a Complete Contact Centre Ticketing Solution for the world’s second largest Global entertainments company, Merlin Entertainments Ltd.

Merlin Entertainments is both broad and varied and includes some of the world’s best-known visitor attractions, with the likes of the world-acclaimed Madame Tussauds, Dungeons, Alton Towers, Warwick Castle, Thorpe Park, Legoland, SEALIFE Centres and The London Eye, amongst much more.

Ticket sales for the group are both wide-ranging and complex, with a huge range of options available to the consumer, for example, which attraction, date, time and specific ride tickets.  The options are almost infinite. The existing platform was not sufficiently equipped to efficiently process the sales, and the decision was taken to install a new platform.  From the outset, it became apparent that CallScripter offered the functionality and flexibility required to simplify the process in the Group’s Contact Centres.

The CallScripter software suite has all the capabilities to meet Merlin’s needs and through joint development and extensive discussion, the perfect solution has now been installed and is live in Merlin’s Contact Centres.  CallScripter guides Merlin’s booking agents through the sales process, prompting for required information, as well as providing special offers, opening times and Fast-Track ticket options for leading attractions.  The application is now being rolled out throughout the Merlin Entertainments group of companies, and early results are positive.

Commenting on the partnership Maurice Johnson, Head of Corporate Sales for CallScripter, says “The acquisition of the Merlin contract was a significant milestone for CallScripter.  The work has tested the perception of a traditional scripting application with staggering results, perhaps the key benefit being the ease of use and simplicity for Merlin’s Booking Agents.”  Maurice continues “The contract will lead to continued development work to cover the ever-evolving needs of Merlin Entertainments, and we intend to keep delivering tangible solutions for Merlin.”

Speaking on behalf of Merlin Entertainments, Steve Messenbird, Head of Merlin Contact Centres adds “We couldn’t be happier with CallScripter. From the word go, we have found their team to be intuitive and fully aware of our needs, while at the same time projecting total confidence in their product.  The implementation of CallScripter has resulted in a far smoother process for both the customer and the booking agent, a win-win situation all round.”