PropertyGuys.com Deploys Interactive Intelligence Customer Engagement Cloud Solution
13 Septiembre 2016 - 9:00AM
Business Wire
Benefits include improved customer service,
increased efficiencies and cost-effective scalability
PropertyGuys.com, Canada’s largest private sale franchisor, has
deployed the omnichannel customer engagement cloud solution,
PureCloud Engage℠, from Interactive Intelligence Group
Inc. (Nasdaq: ININ).
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 customization
options. “PureCloud Engage enables us to quickly and easily
customize 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 benefitted
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.”
PropertyGuys.com selected PureCloud Engage based on a strong
recommendation from a leading Canadian consulting firm that
specializes in helping deploy best of breed solutions. “We received
excellent third-party guidance, and our decision ultimately came
down to Interactive offering the best of both worlds: an
experienced contact centre industry leader that also had solutions
for small companies,” Wareham said. “We also really liked
Interactive’s quality guarantee and that they had a support branch
in Canada.”
While PropertyGuys.com has been thrilled with the results of
PureCloud Engage, it sees many more possibilities. “We don’t know
what we don’t know,” Wareham said. “PureCloud Engage offers so many
options – CRM integration, outbound dialing and so much more. And
with its constant delivery of new functionality, we know that
whatever the future brings PureCloud Engage will be there to
optimize our business and help us grow.”
For more information about PureCloud Engage,
visit https://www.inin.com/customer-engagement/cloud-contact-centre.
About PropertyGuys.com
PropertyGuys.com is reconstructing how real estate is bought and
sold. We're NOT real estate agents or brokers. We're something very
different - something much better. We are a network of people from
coast-to-coast that provides a safe and practical way for buyers
and sellers to connect and avoid the high cost of commission.
PropertyGuys.com is Canada's only full-service, private sale
franchisor. Our ever-expanding circle of franchises now includes
over 600 communities from coast-to-coast. Are you ready to bring
PropertyGuys.com to your community? For more information, visit
www.PropertyGuysFranchise.com.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global
leader of 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/20160913005311/en/
PropertyGuys.comAshly Bickford, +1-866-666-9744 ext. 116Manager,
Content and Communicationsabickford@propertyguys.comorInteractive
IntelligenceChristine Holley, +1-317-715-8220Senior Director,
Market Communicationschristine.holley@inin.com
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