The Genesys Cloud CX platform made it possible to achieve the rapid deployment Quicken needed. Rapid deployment with continuous feature deliveryĪfter considering solutions from several providers, including Avaya, Quicken chose the Genesys Cloud CX platform, a public cloud solution that offers customer engagement, communications and collaboration functionality. 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. To fit their new style of doing business as a smaller, leaner company, Quicken also needed a cost-effective contact center solution that was easy to manage with minimal IT resources and could grow in line with the company’s future roadmap. The company sought a flexible, scalable solution that could be deployed rapidly. Quicken had a short timeframe in which to build out their customer support infrastructure, and the number one priority was speed. “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.
But when they separated from Intuit in 2016, the company’s customer care team realized they needed their own contact center solution - one that didn’t require hand-holding from IT.
#QUICKEN CLOUD SOFTWARE#
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. Flexibility to meet changing needs with an easy-to-manage, cost effective solution
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