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QuinStreet

Unleashing performance marketing with cloud techonology

One of the world’s largest and most successful online performance marketing companies, QuinStreet, delivers qualified leads to help clients increase sales and reduce customer acquisition costs. By identifying students who search online for courses, for example, QuinStreet creates a potential new revenue source for education providers. Its end-to-end solution generates and converts high-intent leads into high-quality customers, in a cost-effective manner.

QuinStreet runs two contact centers, each with different dialers and reporting tools. A lack of integration meant difficulties in gathering KPIs for decision-making. To transform and unify its contact centers, QuinStreet moved to the Genesys Cloud™ platform. In addition to escaping high upfront investment and maintenance costs, the company used Genesys Cloud open APIs to tightly orchestrate advanced routing, IVR and outbound capabilities with business intelligence and analytics systems like MapR Big Data and Tableau.

Benefits

  • 50% decrease in campaign launch times
  • 20% boost in agent productivity
  • 30% rise in sales per seat
  • 40% drop in new hire onboarding times

Having one management tool and one set of reports makes a big difference. The new dashboards also contributed to an overall gain in agent productivity of about 20%.

Eiko DoEspiritosanto, Senior Director, Online Media and Technology, QuinStreet

Challenges

  • Inability to integrate communications with business intelligence and analytics platforms
  • Difficulty tracking and fully optimizing campaigns and agent performance
  • Missed opportunities for traffic monetization due to dialer system inefficiencies

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