Quicken Deploys Interactive Intelligence Cloud Customer Engagement Solution

INDIANAPOLIS--(BUSINESS WIRE)--

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

After being divested from its parent company Intuit, Quicken needed a cost-effective contact center 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 center 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 benefitting from ease of operation. "We don't have IT resources for things like interaction routing configuration and modifications to our web chat," 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."

To watch the Quicken customer story video, visit https://www.youtube.com/watch?v=cKnDL2X4W9A&feature=youtu.be.

For more information about PureCloud Engage^℠, visit https://www.inin.com/customer-engagement/cloud-contact-center.

About Interactive Intelligence

Interactive Intelligence Group Inc. ININ is a global leader of cloud services for customer engagement, communications and collaboration designed to help businesses worldwide improve service, increase productivity and reduce costs. Backed by a 20-plus year history of industry firsts, 150-plus pending patent applications, and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability, scalability and security. It's also the only company recognized by the top global industry analyst firm as a leader in both the cloud and on-premises customer engagement markets. The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide. For more information, visit www.inin.com.

Interactive Intelligence is the owner of, and holds certain registrations for, the marks INTERACTIVE INTELLIGENCE, its associated LOGO, PURECLOUD and numerous other trademarks and service marks in the United States and various other jurisdictions around the world. All third-party trademarks mentioned in this document are the property of their respective owners.

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