Deploys Interactive Intelligence Customer Engagement Cloud Solution

Filed under - Archived Content,, Canada’s largest private sale franchisor, has deployed the omnichannel customer engagement cloud solution, PureCloud Engage, from Interactive Intelligence.

PureCloud Engage is used by’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,’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, 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

Published On: 15th Sep 2016 - Last modified: 2nd Nov 2017
Read more about - Archived Content,

Recommended Articles

A drawing of a smile face on a post it note
How to Measure Employee Engagement
The top 10 contact centre technology award 2019 winners podium
Top 10 Contact Centre Software and Technology
A picture of a small trophy
Foehn Wins Genesys Award For "EMEA Cloud Partner of the Year"
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.