Debt Collection Agency (DCA) ARC (Europe) has announced that it is to become the first DCA in the UK to install the PureCloud Engage dialler and customer services technology. The technology to manages voice, email and web chat interactions to support thousands of inbound and outbound communication.
The Cloud-based system, developed by the Interactive Intelligence Group (part of Genesys Telecommunications Laboratories), It allows all of ARC’s communications to be managed from a single platform for the first time, using existing telephony.
Dewi Fox, Managing Director of ARC (Europe), says that PureCloud takes communication to another level: “We needed an all-in-one solution that was scalable, easy to manage and that required minimal IT resources so we could focus on increasing productivity and enhancing customer service,” he explains. “PureCloud provides all this, and Interactive Intelligence clearly communicated its value proposition for helping us more effectively and efficiently manage our collections operation.”
Hiten Desai, Dialler Manager, says that being Cloud-based, the system is inherently resilient: “It means that in the event of an emergency, we can maintain communications wherever there is access to a web browser, thus ensuring minimum downtime and maximum operational effectiveness.”
Regional Director of Interactive Intelligence, Dave Paulding, believes that PureCloud was the right platform to help address ARC’s business challenges: “ARC has very specific requirements,” he says, “and we showed, for example, that by integrating all communications channels that were previously in silos, PureCloud will enable agents and customers to choose the appropriate channel and ARC can easily monitor the results.”