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.
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"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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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: Monday, August 22, 2016
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