Rose-Hulman Institute of Technology’s Homework Hotline Deploys Interactive Intelligence Customer Engagement Cloud Solution

PRESS RELEASE: Rose-Hulman Institute of Technology’s Homework Hotline has deployed the omnichannel customer engagement cloud solution, PureCloud Engage℠, from Interactive Intelligence Group Inc. 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.”