INDIANAPOLIS--(BUSINESS WIRE)--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.