PropertyGuys.com, Canada’s largest private sale franchisor, has deployed the omnichannel customer engagement cloud solution, PureCloud Engage, from Interactive Intelligence.
PureCloud Engage is used by PropertyGuys.com’s team of customer engagement specialists who support 100 franchise locations serving more than 600 Canadian communities coast-to-coast.
Immediately following deployment, the company cited multiple benefits, according to Clifton Wareham, PropertyGuys.com’s manager of operations, resource centre. “PureCloud Engage gave us more visibility into our operations and has already improved service levels, call handling and response times,” he said. “At the same time it’s helping us identify staffing and other resource requirements. All of this has led to improved customer service and increased efficiencies.”
Additional benefits have come from the solution’s customisation options. “PureCloud Engage enables us to quickly and easily customise call flows and make changes to the IVR so we can tailor it to meet unique business scenarios,” Wareham said. “This has further improved service.”
Call-recording and monitoring functionality have also benefited the company. “We can now capture call recordings to enhance our training framework and to improve our call flows,” Wareham said. “We’re also able to more quickly address and escalate caller concerns.”
In addition to functionality benefits, PropertyGuys.com has found value in the scalability of PureCloud Engage. “In the last year we went from five customer engagement specialists to 15, who now deliver full contact centre services to our entire franchise group,” Wareham said. “We like that PureCloud Engage is feature-rich, but can also quickly and cost-effectively scale up and down.”
For more information about PureCloud Engage, visit www.inin.com/