Rose-Hulman Institute of Technology’s Homework Hotline Deploys Interactive Intelligence Customer Engagement Cloud Solution
October 11 2016 - 10:00AM
Business Wire
Rose-Hulman’s Homework Hotline uses PureCloud
Engage to increase system reliability, improve customer service and
increase efficiencies
Rose-Hulman Institute of Technology’s Homework Hotline has
deployed the omnichannel customer engagement cloud solution,
PureCloud Engage℠, from Interactive Intelligence Group
Inc. (Nasdaq: ININ).
The Homework Hotline uses PureCloud Engage to support 40 student
tutors, who provide free math and science tutoring via voice, chat
and email sessions.
Immediately following the deployment, the Homework Hotline
reported improved system reliability, according to Lindsay Hull,
Rose-Hulman’s Homework Hotline associate director. “Our previous
system would sometimes drop calls,” she said. “Since deploying
PureCloud Engage, we’ve experienced 100 percent uptime with zero
outages. We also successfully completed more than 3,200 tutoring
sessions in the first month, which is significantly higher than our
previous system.”
In addition, the Homework Hotline has seen improved customer
service and increased efficiencies from the solution’s chat and
email functionality, according to Hull.
“One way PureCloud’s chat function has improved service is if
one of our tutors is on a call with a student and can’t answer
their question, they can quickly chat with another tutor who can
help,” Hull said.
Additional benefits have resulted from the solution’s email
feature. “Our prior solution didn’t show our customer’s email
history, so we would receive emails but have no context about the
previous interaction,” Hull said. “Having the ability to see a
complete email history and even include another email address on
the thread has been extremely beneficial.”
In addition to functionality benefits, Homework Hotline
administrators were impressed by how easy and fast PureCloud Engage
was to deploy. "We had a tight deadline and needed to deploy before
the school year started,” Hull said. “Interactive Intelligence got
us up and running within a month, exceeding our expectations. There
was a lot to learn, but when we had questions, our project contact
was quick to answer them and provide resources.”
According to Rose-Hulman’s Homework Hotline, PureCloud
Engage has met all its needs and even improved employee morale, but
it sees many more possibilities in the future. “Our tutors are tech
savvy, so they’re really excited to use something as innovative as
PureCloud Engage,” Hull said. “We also like that as we continue to
grow, the solution will let us quickly and easily add
functionality, such as social media and SMS.”
To learn more about Rose-Hulman’s Homework Hotline call toll
free at 877-ASK-ROSE (1-877-275-7673), or by email or chat at
www.AskRose.org, Sunday through Thursday, from 7-10 p.m. Eastern
Time (ET) throughout each school year.
For more information about PureCloud Engage,
visit https://www.inin.com/customer-engagement/cloud-contact-centre.
About Rose-Hulman Institute of Technology
Founded in 1874, Rose-Hulman Institute of Technology is
dedicated to preparing its students with the world’s best
undergraduate science, engineering, and mathematics education in an
environment infused with innovation, intellectual rigor, and
individualized attention. The college, located in Terre Haute,
Indiana, has an enrollment of approximately 2,200 undergraduate
students and nearly 75 graduate students. A national survey of
engineering department deans and senior faculty, conducted by U.S.
News & World Report, has consistently ranked Rose-Hulman and
its academic programs No. 1 in undergraduate engineering education.
Other national distinctions: No. 1 for engineering education, by
College Choice; No. 4 for value-added, by the Brookings
Institution; and a Top-20 STEM College, by Forbes. Six of the
college’s professors were featured in the Princeton Review’s Best
300 Professors book. Learn more at www.rose-hulman.edu.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global
leader 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, 150-plus pending 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. For more information,
visit www.inin.com.
Interactive Intelligence is the owner of, and holds certain
registrations for, the marks INTERACTIVE INTELLIGENCE, its
associated LOGO, PURECLOUD and numerous other trademarks and
service marks in the United States and various other jurisdictions
around the world. All third-party trademarks mentioned in this
document are the property of their respective owners.
ININ-G
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version on businesswire.com: http://www.businesswire.com/news/home/20161011006077/en/
Interactive IntelligenceChristine Holley, +1-317-715-8220Senior
Director, Market
Communicationschristine.holley@inin.comorRose-Hulman Institute of
TechnologyDale Long, +1-812-877-8418Director of Media
Relationsdale.long@rose-hulman.edu
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