InvestorPlace Media Deploys Interactive Intelligence Customer Engagement Cloud Solution

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."

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