Broad and intuitive feature-set result in
improved customer service and increased collaboration; fast and
simple deployment lead to fast return on investment
InvestorPlace Media, which operates an investing and financial
news site, has deployed the omnichannel customer engagement cloud
solution, PureCloud Engage℠, from Interactive Intelligence Group
Inc. (Nasdaq: ININ).
InvestorPlace Media uses PureCloud Engage to support 12 customer
service agents and supervisors, who receive around 600 calls per
day at peak volume.
According to Penny Donelson, InvestorPlace Media’s executive
director of customer service and systems, the company benefits from
the solution’s easy to use interface. “From an agent’s perspective,
the platform is intuitive and the implications of clicking on a
button are self-explanatory,” she said. “As a manager, it’s easy to
monitor what’s currently happening on the floor and investigate
past agent and customer activity. We also like that the platform is
very dynamic, and we can make administrative changes easily and
quickly.”
Additional benefits have resulted from the call monitoring
capabilities of PureCloud Engage, which InvestorPlace Media uses to
verify agent performance and search for specific customer
interactions. “We appreciate how easy it is to access a granular
view of a specific agent’s activity and to see high-level trends at
a group level,” Donelson said.
According to Donelson, an unexpected benefit has stemmed from
the platform’s chat functionality. “Having everyone on the same
chat application for the first time has helped our agents stay on
top of the latest stock market changes and how our subscribers are
reacting to them, which has enabled us to provide more responsive
customer service,” she said. “Chat really has become a lynchpin of
our internal communication.”
Donelson cites the continuous roll-out of new features as
another advantage. “We like that Engage is constantly being
enhanced,” she said. “One update that has been especially valuable
is the new supervisor dashboards that show dynamic views of queue
activity and status.”
Prior to PureCloud Engage, InvestorPlace Media was using an
outsourced firm for its customer service function. It selected
PureCloud Engage for its cost-effectiveness, ease of deployment and
broad feature-set, according to Donelson. “We needed a cloud
solution because we didn’t want to take on the cost of managing
hardware,” she said. “PureCloud Engage also didn’t require a major
installation and offered the features we needed — from the
agent-facing applications to reporting and administrative
functions.”
InvestorPlace Media worked with customer experience solutions
and services firm, Avtex to deploy PureCloud Engage. “Avtex was
instrumental in identifying a more manageable solution that reduced
our total queues from 150 to five,” Donelson said. “Avtex gave us a
more efficient way to provide the kind of service we wanted, while
streamlining the operational management of our call queues.”
In addition, Donelson was impressed with how smooth the
deployment went. “Previous system changes have been very
difficult,” she said. “Engage was the most seamless go-live that I
have ever been involved with. Our agent training took a total of 20
minutes. This has resulted in a faster return on investment and our
subscribers never even knew we made a change.”
According to Donelson, PureCloud Engage has met the company’s
expectations, and it plans to invest in additional features. “We’re
interested in leveraging the workforce optimization functionality
built into the platform, as well as integrating Engage with our
existing email platform to have a more comprehensive customer
view,” she said.
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 the Amazon Web Services Cloud 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 InvestorPlace Media
InvestorPlace Media is a leading financial news and investing
site, providing millions of individual investors with access to
free stock picks, mutual fund research, market news and sharp,
actionable commentary. InvestorPlace Media is privately owned by
Avista Capital Partners. It was founded in 1974 and is based in
Rockville, Maryland. For more information, visit
www.investorplace.com.
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/20161122005075/en/
InvestorPlace MediaAndrew Taylor, Vice President of Business
Development, +1 301-250-2200editor@investorplace.comorInteractive
IntelligenceChristine Holley, Senior Director, Market
Communications, +1 317-715-8220christine.holley@inin.com
Interactive Intelligence Grp., Inc. (NASDAQ:ININ)
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