Flexibility to meet changing needs with an easy-to-manage, cost effective solution
When Quicken Inc., was a unit of Intuit Inc., the personal finance software business could rely on dozens of IT professionals to deploy and customise their contact centre solutions. But when they separated from Intuit in 2016, the company’s customer care team realised they needed their own contact centre solution — one that didn’t require hand-holding from IT.
“We didn’t have the technology team to support customer care the way we were used to, like helping us with call routing, uploading IVRs or adding chat to our website,” said Ian Roberts, Operations Leader for Quicken.
The pressure was on. Quicken had a short timeframe in which to build out their customer support infrastructure, and the number one priority was speed. The company sought a flexible, scalable solution that could be deployed rapidly.
To fit their new style of doing business as a smaller, leaner company, Quicken also needed a cost-effective contact centre solution that was easy to manage with minimal IT resources and could grow in line with the company’s future roadmap. They also needed to support emerging technologies; Roberts planned to add omnichannel features like screen sharing and chat to help agents provide faster, more effective service.