C A S E S T U D Y

CHICAGO’S NAVY PIER REAPS THE BENEFITS FROM XMEDIUS UNIFIED COMMUNICATIONS APPLICATIONSWITH MORE THAN 9 MILLION VISITORS ANNUALLY, NAVY PIER ENHANCES COMMUNICATIONS EXPERIENCE FOR VISITORS AND EMPLOYEES

ABOUT NAVY PIER

The historic Navy Pier, located on the Lake Michigan shoreline in Chicago, is celebrating its 100 year anniversary. Originally designed for industrial shipping and recreation when it opened in 1916, today Navy Pier has evolved into a premiere entertainment and expos-ition center. The 3,300 foot-long Navy Pier encompasses 50 acres of shops, restaurants, family attractions, theaters, a Shakespeare theatre, ballrooms, and wedding and exhibition facilities. Welcoming approximately 9 million visitors annually, Navy Pier is one of Chicago’s top culture and leisure destinations.

To better accommodate both visitor and employee needs while keeping pace with ever-changing technology, Navy Pier was in need of an overhaul of its communications infrastructure. For years, Navy Pier shared its communications infrastructure with the nearby

McCormick Place Convention Center. At the start of its digital transformation, Navy Pier broke away from McCormick Place and established itself as a separate, newly formed non-profit.

Through the recommendation of long-time reseller Morgan Birge & Associates, Navy Pier chose XMedius to provide it with a set of next generation Unified Communications (UC) applications integrated with its Avaya IP telephony platform. The goal in selecting XMedius’ world class CX-E UC platform was to make it easier for inbound callers to access critical information about the Navy Pier and make the Navy Pier’s employees more accessible, efficient and secure while mobile as well as in the office.

“With hands-free driving laws, Speech-Enablement was a top priority as many visitors are calling into Navy Pier while driving. CX-E was the perfect fit, blending sophisticated Call Processing, Speech-Enabled Automated Attendant and Directories.”

—Chuck Sansone, Director of IT, Navy Pier

› 9 Million Visitors Annually

› Speech-Enabled Communications

› Intelligent Call Routing

› Secure Mobility

› Virtual Personal Assistant

› Future-Proofing: Premise to Cloud

1-888-766-1668 + 33 (0) 1 70 92 13 10info@xmedius.com xmedius.com

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SPEECH-ENABLED AUTOMATED ATTENDANT IMPROVES EXPERIENCE FOR ITS VISITORS

With over 9 million visitors annually, Navy Pier receives a tremen-dous number of inbound calls. Because so many visitors call Navy Pier while driving, a Speech-Enabled communications solution that allowed visitors to obtain Navy Pier information “hands-free/eyes-free” was the ideal answer.

XMedius’ CX-E Speech-Enabled Automated Attendant allows visitors to quickly and easily access Navy Pier information while driving — including hours of operation, directions, location of a specific business, lost-and-found, security, and other options. Greetings are customizable based on the day of the week and the time of day. Tailored messages can be created for business hours, after hours, and special events.

PERSONAL ASSISTANT AND MOBILE ACCESS FOR EXCEPTIONAL SERVICE

Navy Pier’s next step is to take advantage of CX-E’s Personal Assistant with the Mobile Client to improve efficiency and access-ibility for its employees. The CX-E Personal Assistant intelligently routes incoming calls to improve call completion. CX-E’s Mobile Client provides secure messaging and assists employees in managing inbound and outbound calls, contacts, voice messages, and personal preferences while away from their primary place of business. Since all corporate information gathered/generated by CX-E is stored behind the firewall, rather than on an employee’s mobile device, management and employees can rest assured that all business data is secure.

FUTURE-PROOFING: PREMISE TO CLOUD

As the next step in its digital transformation, Navy Pier is considering a migration from its Microsoft Exchange on-premise email environment to Microsoft Office 365 in the Cloud. XMedius’ industry-leading UC inter-operability, including support for both Microsoft Exchange and Office 365, ensures that wherever Navy Pier is on their digital journey, they are future-proofed for their Unified Communications investments.

The ability for an organization like Navy Pier to deploy XMedius advanced UC applications while leveraging existing infrastructure investments and maintaining maximum flexibility for future IT deci-sions is one of the most powerful value propositions of the XMedius CX-E Unified Communications platform.

By selecting XMedius’ CX-E platform for its next generation Unified Communications, Navy Pier, Chicago’s lakefront treasure, is on the right course for its digitally transformed future.

“XMedius offers our users a seam-less Unified Messaging experience as we explore our move from Exchange to Office 365.”

—Chuck Sansone, Director of IT, Navy Pier

Information Accessible by Speech:

› Hours, Parking and Directions

› Connect to a Business• 35 Restaurants and

Food Vendors• IMAX Theater• Museum• Centennial Wheel• Navy Pier Park

› Private and Group Events

› Lost and Found

› Security

XM CONNECT(formerly known as CX-E)

INDUSTRY’S MOST INTEROPERABLE, UNIFIED COMMUNICATIONS PLATFORM

Ideal for Midsize to Multi-Site Global Organizations

Enterprise-class Unified Communications platform delivering secure voice-mail, unified messaging, mobility, personal assistant, automated attendant, IVR, call center, fax and notification. Its industry-leading UC interoper-ability enables organizations to maximize their PBX and email invest-ments by providing seamless integration into multi-vendor environments. XM Connect™, deployed on-premises or in the cloud, delivers mission-critical applications to meet the ever-changing demands associated with cloud, mobility and security.