Case Study: Quicken Deploys Cloud Solution

Quicken, the leading provider of personal money management software, has deployed the cloud customer engagement solution, PureCloud Engage, from Interactive Intelligence Group Inc.

After being divested from its parent company Intuit, Quicken needed a cost-effective contact centre solution that could be deployed fast and that would require minimal IT resources to operate.

“Our divesture left us with the need for a competitively priced contact centre solution that was simple to deploy, manage and use,” said Ian Roberts, Quicken operations leader. “We also needed it to scale to accommodate future growth, both in terms of size and functionality.”

After much research, Quicken selected PureCloud Engage, a cloud service based on microservice architecture built atop the scalable Amazon Web Services Cloud.

“Interactive Intelligence took the time to appreciate our business model and really understood what it takes to delight customers,” Roberts said. “PureCloud Engage also gave us continuous delivery of new functionality so we could keep pace with customer demand – and on flexible, month-to-month subscription terms.”

As promised, Quicken’s deployment went fast. “We’ve spent up to a year to deploy previous enterprise systems,” Roberts said. “We deployed PureCloud Engage within two months, which was even faster than we expected.”

Today, PureCloud Engage supports nearly 400 Quicken users, delivering customer engagement services via voice and chat. “Now we offer services via voice and chat, but the great thing about Engage is that we can immediately add features like video and screen sharing as soon as customer demand dictates,” Roberts said. “Also important, we’ve had 100 percent uptime.”

Quicken is also benefiting from ease of operation. “We don’t have IT resources for things like interaction-routing configuration and modifications to our webchat,” Roberts said. “Engage is great because we can control our customer experience environment without IT experts.”

In the end, Engage is meeting Quicken’s needs now, while preparing the company for the future. “PureCloud Engage has given us super flexibility: we only pay for what we use now, and we can add users and innovative functionality immediately when we need it,” Roberts said. “In today’s digitally disruptive world where customer service expectations are changing at lightning speed, this gives us a serious competitive advantage.”

For more information about Interactive Intelligence, visit their website.