Omni-Channel Customer Engagement Article

The managing individuals behind PropertyGuys.com are trying to redefine how realty in Canada operates. Instead of having their own realtors, they have franchised their brand to allow anyone to become a PropertyGuys agent. Agents then work with property buyers and sellers to create a listing, discuss prices, and take pictures their homes, among many other relevant tasks.

Agents have a lot of responsibility in these situations, but they direct a lot of tasks to the centralized PropertyGuys call center, which handles actions such as taking calls from interested buyers and scheduling those buyers for house visits. Call center agents relay scheduling information to listings’ owners and keep in touch with agents as well.

To best complete all these actions, PropertyGuys has adopted the PureCloud Engage cloud-based call center software. This Interactive Intelligence (News - Alert) software allows the call center, which in the past year has moved from six to 15 agents, to scale with demand. It also provides advanced call center tools such as use of an interactive voice response (IVR) system in addition to call recording and monitoring. Clifton Wareham, the PropertyGuys manager of operations, commented on the additions PureCloud has made to his business.

“PureCloud Engage gave us more visibility into our operations and has already improved service levels, call handling, and response times,” Wareham said. “At the same time it’s helping us identify staffing and other resource requirements. All of this has led to improved customer service and increased efficiencies.”

He further commented on the IVR, noting that it has been easy to tailor to the various changes of ongoing business operations. He also said that the cloud-based call center has improved the rate at which call center representative can take calls. Call recording, likewise, has added a welcome element to the call review and representative training process.

While not being too over the top, he concluded his statement by addressing the nature of Interactive Intelligence’s installation and usage guidance. He indicated that setup and training of the new system was easy and was delivered alongside a guarantee that Interactive Intelligence would meet customer expectations. PureCloud has made such a positive mark in the short term that Wareham and crew – 100 franchises across Canada – could rightly see it backing their actions for years to come.