PureCloud Engage helps senior housing
assistance group enhance marketing campaigns, improve service and
increase productivity; company projects cost savings of 80
percent
Senior Housing Assistance Group (SHAG) Community Life
Foundation, an affordable senior housing provider in Washington,
has deployed the omnichannel customer engagement cloud solution,
PureCloud Engage℠, from Interactive Intelligence Group
Inc. (Nasdaq: ININ).
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 Chris Brooks, SHAG’s customer service manager.
“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 Interactive Intelligence engineers and support
teams were great,” he said. “We were set up and completely deployed
within three days. Interactive’s online resource center has also
proven instrumental in quickly getting our managers and agents
operational. I personally visit the site at least once a day. The
videos are very easy to follow.”
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, Nortel, and migrating all employees across 26 offices to
Engage. We also want to explore ways to implement the chat and
social media functionality, and integrate Engage with our Yardi CRM
system.”
Interactive Intelligence built PureCloud Engage to give contact
centers an omnichannel cloud solution that could be up and running
in days, while offering ease of management and continuous
deployment of the most innovative features. Its microservice
architecture built atop Amazon Web Services offers maximum
reliability, scalability and security. Month-to-month,
pay-as-you-go subscription terms give contact centers a low-risk,
high-value cloud solution.
For more information about PureCloud Engage,
visit https://www.inin.com/customer-engagement/cloud-contact-center.
About SHAG Community Life Foundation
Senior Housing Assistance Group (SHAG) Community Life Foundation
is a 501(c) (3) non-profit organization based in Seattle, Wash.
Since 1988, SHAG has been enhancing and enriching the lives of
people through affordable housing. For more information, visit
www.shag.org.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global
leader of software and cloud services for customer engagement,
communications and collaboration designed to help businesses
worldwide improve service, increase productivity and reduce costs.
Backed by a 20-plus year history of industry firsts, 150-plus
pending patent applications, and more than 6,000 global customer
deployments, Interactive offers customers fast return on
investment, along with robust reliability, scalability and
security. It's also the only company recognized by the top global
industry analyst firm as a leader in both the cloud and on-premises
customer engagement markets. The company is headquartered in
Indianapolis, Indiana and has more than 2,000 employees worldwide.
For more information, visit www.inin.com.
Interactive Intelligence is the owner of, and holds certain
registrations for, the marks INTERACTIVE INTELLIGENCE, its
associated LOGO, PURECLOUD and numerous other trademarks and
service marks in the United States and various other jurisdictions
around the world. All third-party trademarks mentioned in this
document are the property of their respective owners.
ININ-G
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version on businesswire.com: http://www.businesswire.com/news/home/20161121005781/en/
SHAG Community Life FoundationChris BrooksManager, Customer
Service+1-206-890-1006chrisb@shag.orgorInteractive
IntelligenceChristine HolleySenior Director, Market
Communications+1-317-715-8220christine.holley@inin.com
Interactive Intelligence Grp., Inc. (NASDAQ:ININ)
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