Case Study: Southeastern Grocers achieves sub‑11‑second response times and improved agent productivity with Enghouse Interactive

Southeastern Grocers - Customer Case Study

Southeastern Grocers, supported by facilities provider City Facilities Management, needed a modern, easy-to-use omni‑channel contact center to coordinate maintenance services across 750+ supermarkets. Legacy telephony and reporting systems hindered agent productivity, call classification (including Spanish contacts), remote working and quality assurance. To address this, they engaged Enghouse Interactive and selected the Enghouse Interactive Communications Center together with the Quality Management Suite.

Enghouse Interactive implemented Communications Center with Intelligent Routing and Multimedia Queuing plus the QMS call and screen recording, agent evaluation and real‑time reporting, enabling skills‑based routing across voice and new media and flexible VoIP/remote agent support. The solution cut response times to under 11 seconds (calls answered by the second ring), improved agent coaching and reporting, and positioned the organization for national help‑desk expansion and further Enghouse-led enhancements.

Southeastern Grocers