Adaptable contact center solution eliminates reliance on IT
“The greatest impact of the Genesys Cloud platform was how easily we could control the customer experience,” said Roberts. “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.”
The platform already has proven itself as a modern contact center solution for today and the future. To enhance the quality of customer service, Quicken began using screen-sharing capability — critical functionality that the company would have had to license at a considerable expense if it weren’t included as part of the Genesys Cloud solution.
Agents can add screen share when handling voice or chat interactions, in order to gain a quick understanding of what the customer is experiencing and provide the right solution. “It has been so successful, we even incorporated it within the Quicken product,” said Roberts. “This has been a huge contributor in reducing average handle time over the past year from 31 minutes to 23 minutes on average per contact.”
“The real beauty of the Genesys Cloud platform is that it’s constantly incorporating the latest and greatest features,” added Roberts. “So, however customer expectations change, we can adapt — and do it quickly and cost-effectively.”
The all-in-one contact center platform also helped Quicken support seasonable business fluctuations cost effectively. “The pricing model for the Genesys platform has tremendously benefited us as a seasonal business,” said Roberts. “As we need to staff up or staff down, the platform is completely flexible, so we never have to worry about bandwidth or staffing issues.”
Impressive ROI and payback in under three months
As a cloud-based solution that requires minimal upfront capital, the Genesys Cloud platform delivered fast time to value — 412% ROI and payback in just under three months. By switching to Genesys, Quicken saved $65,000 in monthly fees to Intuit, plus the cost of an engineer to maintain network architecture and IVR technology. And productivity soared.
In the first year of using the Genesys Cloud platform, Quicken reduced average handle time by an astounding five minutes. Not only did this improve the sales experience for customers, but it also contributed to reduced costs for Quicken. In the end, the Genesys Cloud platform meets all current needs, while preparing Quicken for the future.
“The Genesys Cloud platform 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,” said Roberts. “In today’s digitally disruptive world—where customer service expectations are changing at lightning speed—this gives us a serious competitive advantage.”