Tynan Equipment Company, a forklift dealer serving Indiana, has deployed the omnichannel customer engagement cloud solution, PureCloud Engage, from Interactive Intelligence Group Inc. (Nasdaq: ININ).

Tynan uses PureCloud Engage’s contact center, unified communications and collaboration functionality to support 80 plus employees in its sales, service and business operations departments.

“We wanted a single system that could streamline communications by better connecting our three branches and fleet of mobile technicians with our central office,” said Bill Lowry, Tynan’s corporate controller.

PureCloud Engage replaced existing solutions from AT&T, Frontier and Nortel.

“Previously, our communication between locations was extremely limited,” Lowry said. “We couldn’t add lines, didn’t have the ability to transfer calls and experienced multiple instances of downtime. Since our techs in the field represent our largest workforce, this created major communication barriers and customer service issues.”

“PureCloud Engage has given us the ability to simply and quickly route calls internally and make changes to the IVR and call queues. Another feature that’s been helpful is Consult Transfer, which enables our agents to talk with our techs before connecting them to customers.”

Tynan is also benefitting from PureCloud Engage’s reporting functionality. “Before PureCloud, we never had a way to measure our call volume or know if our lines were even operational,” Lowry said. “A line would be down for days, and we’d have no idea until a customer notified us, resulting in lost sales opportunities and frustrated customers. Now we can review call history metrics, and we have continuous visibility into our contact center’s performance at a glance.”

According to Lowry, the company is also using PureCloud Engage to improve internal communication with its service department. “It’s very difficult to coordinate 40 techs working in the field,” he said. “PureCloud Engage’s web conferencing and chat makes communicating with our techs and holding department meetings more efficient because it enables us to connect with one or all of them—wherever they are.”

In addition to its functionality, Tynan was impressed by PureCloud Engage’s reliability and scalability due to its unique microservice architecture built atop the scalable Amazon Web Services Cloud. “PureCloud’s built-in redundancy protects our business by helping us minimize the risk of system downtime,” Lowry said. “We also saved money by moving to the cloud because we didn’t have to purchase additional hardware.”

While cost savings are a great benefit, Tynan ultimately values the flexibility of PureCloud Engage. “Though cost savings were an unexpected perk, we selected PureCloud because it gave us the control and features we needed,” Lowry said. "It’s been a tremendous advantage to customize our communications system to match the way we do business. It seems the possibilities are endless with Engage.”

For more information about PureCloud Engage, visit https://www.inin.com/customer-engagement/cloud-contact-center.

About Tynan Equipment

Tynan Equipment Company was founded in 1960 and is a three-generation, family-owned business that has grown to become one of Yale’s top equipment dealers. The largest family-owned dealership in the state of Indiana for new lift trucks, narrow aisle vehicles, all-terrain lift trucks and personnel and burden carriers, Tynan Equipment also boasts the state’s largest fleet of rental equipment. Its fleet of service vehicles blankets the state of Indiana, servicing all makes and models of equipment with fast, comprehensive service and parts support provided by four strategic locations: Indianapolis, Terre Haute, Lafayette and Columbus. It’s a service philosophy that is reflective of Tynan’s overall sense of responsibility to those it serves. For more information visit, www.tynaneq.com.

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.

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