Personal Finance Software Provider Uses Customer Engagement Cloud Solution to More Easily Deliver a Superior Customer Experience
In a world where customer service expectations are changing at lightning speed, PureCloud Engage gives us a serious competitive advantage.
Ian Roberts, Operations Leader, Quicken Customer Care
"In a world where customer service expectations are changing at lightning speed, PureCloud Engage gives us a serious competitive advantage."
Ian Roberts, Operations Leader
Easy to Manage, Cost-Effective Cloud Solution for a Changing Business
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 its contact center solutions. But when Quicken separated from Intuit in early 2016, the company’s customer care team realized it needed its own contact center 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,” explains Ian Roberts, Operations Leader, Quicken Customer Care.
To fit its new style of doing business, the smaller and leaner company needed a contact center solution that was not only easy to manage, but more cost-effective and could grow with the company. Roberts also wanted to add omnichannel features like screen-sharing and chat to help agents provide faster, more effective service.
Fast-to-Deploy, Month-to-Month Subscription Model and Continuous Delivery of New Features Make PureCloud Engage an Easy Decision
After considering solutions from several providers, Quicken chose Interactive Intelligence PureCloud Engage℠, a public cloud solution offering customer engagement, communications and collaboration functionality. Because PureCloud was based on microservice architecture running atop the Amazon Web Services Cloud, it offered the reliability and flexibility Quicken needed to quickly and cost-effectively add services.
“PureCloud Engage gave us reliable, continuous delivery of new functionality so we could keep pace with customer demand - and on flexible, month-to-month subscription terms.”
Quicken also liked Interactive’s personal touch. “Interactive Intelligence understood our business better than anyone else, and what it would take to delight our customers,” Roberts says.
PureCloud Engage also gave Quicken the rapid deployment it needed. “We've spent up to a year to deploy previous enterprise systems," Roberts says. "We deployed PureCloud Engage within two months, which was faster than we expected.”
Adaptable Contact Center Solution Meets Today’s and Tomorrow’s Customer Service Needs
“With Engage, the biggest change for us was how easily we could control the customer experience,” Roberts says. “We added new messages to our IVR in just a couple of minutes, which is something almost unheard of in our industry. And we did this without relying on IT experts.”
Quicken also liked that PureCloud Engage is a solution for the future.
“Already we’ve used Engage to add new features such as screen sharing to provide better service,” Roberts says. “But the real beauty of PureCloud Engage is that it’s constantly incorporating the latest and greatest so however customer expectations change, we can adapt – and do it quickly and cost-effectively.”
About Quicken Inc.
Quicken Inc., a top personal money management software provider, has been the trusted financial solution for millions of consumers. Its product line includes solutions for Mac and Windows users, as well as a mobile app to give consumers anytime, anywhere access to their finances.
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