![]() In addition, Intuit customers were also frustrated by long hold times because customer data did not persist across business lines. “Even though that gave us additional capacity, we were paying for hardware we didn’t use for most of the year and artificially fragmented our businesses,” Lekhter says. ![]() “That was a six-month process involving setting up the hardware, assigning agents, and making sure connectivity was good.” To meet its projected capacity each year, Intuit needed to maintain three distinct contact center servers. “To scale our solution, we had to physically install multiple call center servers,” says Jerry Lekhter, director of contact center engineering at Intuit. However, scaling with the company’s legacy on-premises contact center technology was time-consuming and costly. Intuit is a leading financial software company that develops and sells QuickBooks accounting software, TurboTax tax preparation software, and other financial service products.ĭuring peak times such as income tax season, which runs from January to April, Intuit needs to scale from 6,000 contact center agents to 11,000. Each year, more than 16.5 million people contact Intuit via phone or the web for technical support, tax document reviews, or assistance purchasing accounting and tax preparation software.
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