With over 20,000 employees, one of the country’s most well-known leaders in the fitness industry is flexing their muscles by recently replacing their existing Interactive Intelligence contact center solution with Enghouse ACD, IVR, and call recording. While enjoying the benefits provided by integration with the current Unified Communications system, the company is giving a new meaning to “pumping up” their agents.
With the change, managers and supervisors are able to access information and customize reports, something they did not have access to in the past. The Unified Communications technician also noted that the cost to deploy the Enghouse product was less than the solutions they had used previously. He described the deployment package costs as “minimal” which was a major draw to move forward with Enghouse in addition to the ease of integration with Microsoft Lync. Another benefit is the new and enhanced call back feature which has been employed and is producing improved customer feedback. The gym’s customers aren’t the only ones feeling satisfied, the 175 active agents are reporting a better user experience from start to finish.
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