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It’s tax season, and everyone is busy. Some people are digging through shoeboxes full of receipts and swearing at the dog. Others are getting their ducks in a row with the help of money management software. It’s certainly a busy time of year for financial services firm Quicken, too. But, now more than ever, their decision to migrate to the Genesys® PureCloud® platform is proving to be a good one.
When Quicken, Inc., was a unit of Intuit, Inc., the personal finance software business could rely on dozens of IT professionals to deploy and customize their contact center solutions. But all that changed when the two entities separated in early 2016.
At that time, the company’s customer care team realized that they needed their own contact center solution—one that wouldn’t require hand-holding from IT. They no longer had the technology team to support customer care as in the past; IT wouldn’t be there to help with tasks like call routing, uploading IVRs or adding chat to their website.
The Quicken team’s top priority was speed: They needed a flexible, scalable contact center solution that could be deployed rapidly. They also sought something that was cost-effective, easy to manage with minimal IT resources and could grow in line with their roadmap. Finally, they wanted to support emerging technologies, including omnichannel features like screen sharing and chat. The PureCloud platform delivered: Quicken deployed the Genesys solution within 60 days.
To Quicken, one of the best features of the PureCloud platform was how easily it enabled the team to control the customer experience. For example, they added new messages to their IVR quickly, without relying on IT experts.
Incredible ROI—and More
Quicken soon began to use the PureCloud solution’s screen-sharing capability to enhance the quality of customer service. When handling voice or chat interactions, screen share helps agents quickly see what the customer is experiencing. And that enables them to provide the right solution. As a result, over the past year, the contact center has reduced average handle time from 31 minutes to 23 minutes.
The PureCloud platform delivered other impressive results, too. The Quicken team achieved 412% ROI and payback in just under three months, and they saved $65,000 in monthly fees to Intuit, plus the cost of having an engineer to maintain network architecture and IVR technology.
And then there’s the benefit that Quicken appreciates most during tax season: The all-in-one contact center platform helps the team support seasonable business fluctuations in a cost-effective manner.
Flexibility and Scalability With the Cloud
The PureCloud platform enables contact centers to be agile and responsive. It’s also easy to use and deploy. With an intuitive interface and seamless integration, you can install it without much training. Because it’s flexible, it grows with you as your needs evolve.
In addition, it provides the artificial intelligence (AI)-enabled insights you need to manage your people and systems efficiently. It’s the perfect cloud technology for mid-market companies.
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