Entrust Energy, a Houston-based retail energy company, has significantly reduced costs by deploying the Genesys® PureCloud® platform. PureCloud is an all-in-one cloud customer engagement and employee collaboration solution from Genesys, the global leader in omnichannel customer experience and contact centre solutions.
Entrust contracts out the ongoing management of its contact center operations to AKYTA, an operational consulting and back-office services provider. On behalf of Entrust, AKYTA uses PureCloud to support 150 employees providing customer service at two contact centers in the U.S. and Nicaragua.
“PureCloud enables us to easily, quickly and consistently handle more than 70,000 Entrust customer interactions per month via voice, email and web chat,” said Shane McDonald, AKYTA’s vice president of operations. “We also use nearly every feature — from its customer-facing applications to agent and supervisor tools such as integrated workforce management.”
According to McDonald, after replacing a competing cloud solution, Entrust Energy reduced costs by 50 percent by deploying PureCloud. He added, “We also have the ability to easily scale up or down instantaneously to coincide with the seasonal variations of our business.”
Another benefit has come from the PureCloud call recording feature. “As a utility in a regulated industry, Entrust is required by law to keep all call recordings,” McDonald said. “PureCloud offers unlimited storage, which means we can archive all our recordings without worrying about additional fees.”
McDonald cites the solution’s ease-of-use as another benefit. “PureCloud offers an inherently intuitive interface, which has improved our supervisors’ ability to monitor live agent and customer interactions,” he said. “This has also led to reduced training requirements and faster adoption by agents.”
AKYTA has integrated PureCloud with its proprietary billing solution, a third-party application for operational reporting, and an enterprise-class payment gateway. “Integrating the solution with our other systems was incredibly simple,” McDonald said.
In August of 2017, Hurricane Harvey brought devastation to Houston’s metropolitan area. AKYTA maintained business continuity at near-normal levels by leveraging the call routing capabilities of PureCloud. Thanks to the cloud-based nature of PureCloud as well as its CRM/billing system, AKYTA was able to quickly implement operations at its near-shore contact centre in Nicaragua for employees to assist with overflow. AKYTA used email and 30,000 text messages to provide daily updates to Entrust customers and employees about emergency aid, open phone lines, and weather conditions. Despite a 14 percent increase in call volume during the impacted week, AKYTA managed to meet or exceed its normal goals for average speed of answer and even exceeded its normal service level goal by 4 percent.
Overall, AKYTA has been impressed with the Genesys vision for product innovation. “We love the immediate and continuous delivery of new functionality that PureCloud offers,” McDonald added. “It’s this kind of unique product vision that will enable us to meet customer needs no matter how fast they change or what they might look like in the future.”
For example, should crisis strike, AKYTA is capable of transferring near-shore operations from Nicaragua to Colombia in under thirty minutes thanks to the flexibility of PureCloud.
Launched globally in 2015, the PureCloud platform is a unified, all-in-one customer engagement and business communications solution that is proven to provide a return on investment (ROI) nearing 600 percent* in three years and payback in less than three months. A true cloud offering based on microservices architecture, PureCloud is flexible, open, feature-rich, and built for rapid innovation, providing organizations with a future-proof solution for quickly scaling to meet customer growth.
*A commissioned Total Economic Impact(TM) of Genesys PureCloud study conducted by Forrester Consulting on behalf of Genesys, December 2017.
AKYTA is a full-service operational consulting and back-office solutions provider made up of dedicated and passionate people who love solving problems for our customers. Our clients range from Fortune 500 companies to emerging industry leaders. We deliver clear, actionable insights with the ability to operationalize managed services that succeed in driving down costs, enabling growth, and minimizing risk. At AKYTA, we are operators first who are committed to delivering excellence in everything we do. Visit us at www.AKYTA.com.
Genesys® powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel. Every day, 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premises and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Visit genesys.com