Merlin Theme Parks chose to upgrade their intercom system with a hands-free, full-duplex solution with the goal of enhancing ride operations, safety, and guest satisfaction through improved team communications. While researching alternatives the company turned to one of their trusted technology partners, Tyrell, who recommended implementing Clear-Com’s EQUIP products to streamline real-time conversations between ride operators, loaders, and platform staff. From the outset, Tyrell worked closely with both Merlin and Clear-Com to scope the technical requirements, facilitate product demonstrations, and ensure each deployment was tailored to the unique footprint of individual attractions.

According to Kieran O’Connor, Continuous Improvement Lead at Merlin Theme Park, “We needed a hands-free, full-duplex communication system without the need to press a button or pick up a phone. After evaluating several suppliers, Clear-Com’s EQUIP system hit everything we were looking for.”

A key aspect of the EQUIP system was its integrated battery life, which lasts a full operating day with natural full-duplex conversation capability. This all translates into high efficiency. Merlin found that it has an 18-percent increase in ride throughput simply by reducing delays and improving seat filling methods. The company found improvements across multiple rides that surpassed other targeted improvements. There was also a significant risk mitigation for teams working at height or in complex environments through the availability of instant hands-free communications capabilities. 

The EQUIP wireless system operates in the 5GHz band and provides high-quality, crisp audio and wide coverage even in challenging RF environments. The system supports up to four remote transceivers per base station and connects up to 40 all-in-one wireless headsets (with ten simultaneous talkers). This solution is simple to set up, using headsets that are easily paired to the EQUIP system using Near Field Communication (NFC) that comes with voice alerts along with status details. The touchscreen menu is simple to configure and monitor. Users can sync and pair the headsets instantly to the base station by simply touching the headset to the unit. 

Clear-Com partnered closely with Tyrell throughout the rollout, customizing the solution for each attraction’s unique needs. Tyrell was involved at every stage, from technical planning to on-site support and aftercare. “At each new attraction, Clear-Com visits our site, understands our operation, and makes bespoke recommendations on transceiver placement and cabling routes to optimize performance,” explained O’Connor.

A recent example is the rollout of the new Hyperia coaster at Thorpe Park, where Clear-Com’s system ensured flawless communication from day one, contributing to peak throughput performance. “Clear-Com has been great all the way through, providing excellent aftercare support. There’s always someone on the phone when we need to discuss ideas or troubleshoot. They consistently put boots on the ground to see us and understand our needs firsthand,” O’Connor added.

For information: 

Clear-Com

EQUIP®

Merlin Theme Parks

Tyrell

Thorp Park

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