Quicken

Meeting all customer experience needs with a flexible, scalable cloud solution

When Quicken Inc. separated from Intuit in early 2016, the customer care team realised it needed its own contact centre solution.

To fit their new style of doing business, the smaller and leaner company needed a contact centre solution that was not only easy to manage, but quick to deploy, more cost-effective, and able to grow with the company. They also wanted to add omnichannel features like screen-sharing and chat to help agents provide faster, more effective service.

After considering solutions from several providers, Quicken chose the Genesys® PureCloud® platform, a public cloud solution offering customer engagement, communications, and collaboration functionality. Because the PureCloud platform is based on microservices architecture running on top of the Amazon Web Services cloud, it offered the reliability and flexibility Quicken needed to quickly and cost-effectively add services.

Benefits

  • Two-month deployment
  • Payback in less than three months
  • Increased productivity and reduced average handle time with integrated screen-sharing functionality
  • Five-minute reduction in average handle time, resulting in improved sales experience and lower operational costs
  • 412% ROI

In a world where customer service expectations are changing at lightning speed, PureCloud gives us a serious competitive advantage.

Ian Roberts, Operations Leader, Quicken Customer Care

Challenges

  • Eliminate the need for heavy IT support to manage customer experience
  • Quickly build out new customer service infrastructure
  • Offer all necessary functionality at a price that fit new budget

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