News : AKYTA Helps Entrust Energy Reduce Costs Using Genesys Cloud Solution
San Francisco, CA, USA, Oct. 4, 2018 -- Entrust Energy, a Houston-based retail energy company, has reduced costs by deploying the Genesys(R) PureCloud(R) platform. PureCloud is an all-in-one cloud customer engagement and employee collaboration solution from Genesys, a global provider in omnichannel customer experience and contact center solutions.
Entrust contracts out the ongoing management of its contact center operations to AKYTA, an operational consulting and back-office services provider. On behalf of Entrust, AKYTA uses PureCloud to support employees providing customer service at two contact centers in the U.S. and Nicaragua.
"PureCloud enables us to easily, quickly and consistently handle more than 70,000 Entrust customer interactions per month via voice, email and web chat," said Shane McDonald, AKYTA's vice president of operations. "We also use nearly every feature — from its customer-facing applications to agent and supervisor tools such as integrated workforce management."
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According to McDonald, after replacing a competing cloud solution, Entrust Energy reduced costs by 50 percent by deploying PureCloud. He added, "We also have the ability to easily scale up or down instantaneously to coincide with the seasonal variations of our business."
Another benefit has come from the PureCloud call recording feature. "As a utility in a regulated industry, Entrust is required by law to keep all call recordings," McDonald said. "PureCloud offers unlimited storage, which means we can archive all our recordings without worrying about additional fees."
McDonald cites the solution's ease-of-use as another benefit. "PureCloud offers an inherently intuitive interface, which has improved our supervisors' ability to monitor live agent and customer interactions," he said. "This has also led to reduced training requirements and faster adoption by agents."
AKYTA has integrated PureCloud with its proprietary billing solution, a third-party application for operational reporting, and an enterprise-class payment gateway. "Integrating the solution with our other systems was incredibly simple," McDonald said.
Overall, AKYTA has been impressed with the Genesys vision for product innovation. "We love the immediate and continuous delivery of new functionality that PureCloud offers," McDonald added. "It's this kind of unique product vision that will enable us to meet customer needs no matter how fast they change or what they might look like in the future."
Posted by Veronica Silva Cusi, news correspondent
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Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Published: Tuesday, October 9, 2018
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