Smollan improves service delivery using customer engagement cloud solution from Interactive Intelligence
Issued by Red Ribbon Communications - Nov 24th 2016, 10:46
International retail solutions company benefits from fast deployment, flexible subscription model and constant delivery of innovative omnichannel applications
International retail solutions company Smollan has achieved new levels of efficiency and enhanced customer experience as a result of deploying PureCloud Engage℠ by Interactive Intelligence Group Inc. (Nasdaq: ININ), a global leader in cloud services for customer engagement, communications, and collaboration.
Smollan deployed the solution to better support its omnichannel customer engagement capability. “With integrated recording and reporting capabilities we can now monitor and measure the entire customer journey – not just a customer’s experience engaging with the contact centre,” Padayachee said. “And new social media monitoring has improved our response time to these interactions by nearly 50 percent.”
Smollan cites the collaboration functionality of PureCloud Engage as further improving service. “The Engage collaboration functionality has enhanced information sharing between contact centre agents, thus reducing the time to resolve queries,” Padayachee said.
Internal efficiencies have also improved, according to Padayachee. “Engage has given our supervisors new levels of visibility, which has enabled them to manage and allocate contact centre resources more effectively,” she said.
The cloud architecture of the new solution has resulted in additional benefits. “Because of the unique architecture of PureCloud Engage, we now have the flexibility to add seats for particular campaigns as we need them,” Padayachee said. “We also have enhanced cloud-based storage, the option for staff to work from anywhere, and seamless disaster recovery with a business continuity plan.”
The PureCloud Engage deployment was completed within one month. The solution supports Smollan’s 150-seat contact centre, with most agents in Houghton. These agents support campaigns across voice and social media channels.
“While we support voice and social media now, PureCloud Engage lets us quickly and cost-effectively introduce new functionality such as web chat and CRM integrations so in the future we can more effectively assess the entire customer experience,” Padayachee said. “It also lets us configure call flows and other processes on-the-fly so we can instantly adapt to changes in customer behaviour.”
Overall, Smollan cites PureCloud Engage as a customer engagement platform for the future. “It's constant delivery of new omnichannel features and adaptability in every way means the sky is really the limit for how we can use PureCloud Engage to take the customer experience to the next level,” Padayachee concluded.
Smollan is an international leading retail solutions company that executes brand strategies for many of the world’s most loved brands. It delivers growth for clients by covering every aspect of how their brand is managed at the point of purchase. The company prides itself in partnering with clients to achieve growth through increasing breadth and depth of distribution and driving sales by creating exceptional shopper experiences. The company is headquartered in Johannesburg, South Africa. For more information, visit www.smollan.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.
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