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Case Study: City Facilities Management

One of the world’s leading facilities management companies, City Facilities Management recently implemented Enghouse Interactive’s Communications Center and Quality Management Suite to support the critical business function of having a supportive technical help desk. Currently serving the largest grocer in the Southeast, City acts as the exclusive provider of facilities maintenance to Winn-Dixie, Harveys, and Bi-Lo stores. Plagued by outdated and complex call routing technology, City was looking for a solution that would improve productivity at the contact center level. With City acting as the management company of numerous complex, multi-site facilities, the company prefers to self-deliver service when possible making a state of the art help desk a necessity. Agents lacked the ability to organize calls in queue and the nonexistence of reporting made quality assurance and agent evaluation virtually impossible.

By installing Engouse Interactive Communications Center, one of the most popular contact center solutions available today, City was able to accomplish their goal of migrating to a VoIP telephony platform. Now City contact center agents can classify, route, manage, and measure contacts using one workflow engine in addition to utilizing the chat feature across the organization. With the screen capture function, supervisors are now about to see the agents screens during each customer interaction providing accurate agent evaluation and coaching opportunities. The user friendly, intuitive design allows employees to make full use of their time while integration of QMS technology allows real time review of best practices.

Since employing Communications Center and Quality Management Suite, City has reduced their response time to under 11 seconds by answering calls on the second ring. The future of the relationship between City Facilities Management and Enghouse Interactive is bright while City is considering an expansion that will require a second help desk location within North America.

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Published in contact center Contact Center Solutions Enghouse Interactive