Enably drives customer success

Published on the 28/11/2016 | Written by Newsdesk


omnichannel solution Interactive Intelligence

Fast-growing Australian lender implements omnichannel solution for improved customer service…

Enably has deployed Interactive Intelligence’s customer engagement cloud solution PureCloud Engage, equipping customer engagement specialists to provide exemplary customer experiences. The solution provides omnichannel routing, speech-enabled IVR, recording and quality management, outbound campaigns, CRM integrations, graphical scripting, and the ability to plug into other apps and cloud services. PureCloud Engage also includes unified communications and collaboration capabilities.

Enably is an online-only lender offering loans of up to $10,000 with repayment schedules based on the borrowers unique personal circumstance up to a maximum of 24 months. The company has funded more than 50,000 loans to customers all over Australia.

PureCloud Engage was selected to replace Enably’s basic PABX system which was unable to scale and provide the performance functionality required for the company, which is currently growing at a rate of 37 percent per month.

“We needed to achieve scalability as a company across all our business operations and not only can PureCloud be deployed rapidly and cost effectively, but it also opens up opportunities for our agents to work from home,” said Enably CEO Andrew Kirkwood.

He added that PureCloud is suitable for an organisation of any size. “A great benefit is that you are not locked into a contract, so you’re able to mitigate levels of risk within in your business.  It gives you the full functionality of a PABX in an all in one solution with simple deployment. “Another attractive feature is its predictive dialing functionality, which has already been a great advantage for our collections team.  This feature alone will reduce operating costs in this department by up to two-thirds while improving overall business efficiency.”

Enably has an active base of established customers at any one time but also has regular outbound sales and collections campaigns with its contact centre agents handling up to 2,000 outbound calls per day. PureCloud Engage will allow the company to seamlessly deploy live chat functionality and in the future will also integrate the platform with a custom built CRM which will benefit from number recognition, click to call functionality, tagging and reporting.

PureCloud Engage’s microservice architecture built atop Amazon Web Services Cloud also boosts maximum reliability, scalability and security.

“We work in an exciting, innovative, fast-paced environment and our team is passionate about providing the best possible experience for our customers.  PureCloud Engage’s month-to-month, pay-as-you-go subscription terms and ongoing delivery of new functionality will enable us to optimise the business and work as a team to roll out new cloud-based features as they become available,” said Kirkwood.

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