PureCloud Engage helps senior housing assistance group enhance marketing campaigns, improve service and increase productivity; company projects cost savings of 80 percent
SHAG uses PureCloud Engage to support its customer service department, which staffs four agents who receive more than 7,000 calls per month.
The PureCloud Engage deployment has resulted in more effective marketing
campaigns, improved service and increased productivity, according to
"PureCloud Engage has enabled us to quickly and easily customize call flows so we can modify them based on each marketing campaign," Brooks said. "This has helped us track the performance of each campaign so we can make changes to improve them."
In addition, the remote support capabilities of PureCloud Engage have enhanced service. "If our contact center shuts down, our employees can work remotely," Brooks said. "Engage accommodates these employees as if they were in our office so customers get uninterrupted service, as well as a consistent experience regardless of where the agent is located."
The PureCloud Engage collaboration functionality has further improved SHAG's service, while increasing productivity. "We love that we can use Engage to collaborate internally and share documents without ever placing the caller on hold," Brooks said. "If a caller has a question, the agent can quickly IM another employee to help field the caller's question faster."
SHAG also values the scalability and flexibility of the solution. "PureCloud Engage easily and cost-effectively scales up and down," Brooks said. "Its workforce management tool can even forecast an optimized schedule based on historical data from a previous provider, which is a capability we never had."
SHAG is forecasting significant cost savings from PureCloud Engage as well. "When we complete our deployment plans for Engage, we project savings of 80 percent by eliminating all prior hardware and outsourced management requirements," Brooks said. "We've already outsourced less because our contact center managers can make changes themselves."
PureCloud Engage replaced an on-premises telephony system. "Initially we wanted to stick with an on-premises solution," Brooks said. "Once we demoed Engage though, we knew that in order to get ahead of the curve we needed to transition to the cloud. We especially liked that Engage included workforce management, reporting and analytics all running on a single platform, which is something other vendors didn't offer."
Brooks and his team also appreciated the fast and easy deployment. "The
According to Brooks, PureCloud Engage has met the company's
expectations, and it plans to invest in additional features. "In 2017,
our goal is to create a more centralized contact center and reduce
operational costs by eliminating our current telecom solution,
For more information about PureCloud Engage, visit https://www.inin.com/customer-engagement/cloud-contact-center.
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