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News : Tynan Equipment Company Deploys Interactive Intelligence Cloud Solution
Indianapolis, IN, USA, Aug 18, 2016 -- Tynan Equipment Company, a forklift dealer serving Indiana, has deployed the omnichannel customer engagement cloud solution, PureCloud Engage, from Interactive Intelligence Group Inc. (Nasdaq: ININ).
Tynan uses PureCloud Engage’s contact center, unified communications and collaboration functionality to support 80 plus employees in its sales, service and business operations departments.
"We wanted a single system that could streamline communications by better connecting our three branches and fleet of mobile technicians with our central office," said Bill Lowry, Tynan’s corporate controller.
PureCloud Engage replaced existing solutions from AT&T, Frontier and Nortel.
"Previously, our communication between locations was extremely limited," Lowry said. "We couldn’t add lines, didn’t have the ability to transfer calls and experienced multiple instances of downtime. Since our techs in the field represent our largest workforce, this created major communication barriers and customer service issues."
"PureCloud Engage has given us the ability to simply and quickly route calls internally and make changes to the IVR and call queues. Another feature that’s been helpful is Consult Transfer, which enables our agents to talk with our techs before connecting them to customers."
Posted by Veronica Silva Cusi, news correspondent
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About Interactive Intelligence:
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider 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, 100-plus 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
Published: Monday, August 22, 2016