Nimble checks in with QPC for Genesys PureCloud customer experience deployment
QPC, the specialist contact centre services and solutions company, has been awarded a contract to deploy and support the Genesys™ PureCloud™ all-in-one cloud customer engagement and collaboration contact centre platform at Nimble, a leading national online personal financial loans company.
Based out of Melbourne and the Gold Coast, Nimble has provided over 1.4 million loans. The company provides customers with decisions on loan approvals within minutes of a submitted application across any device.
The decision to deploy PureCloud is part of a company-wide strategy to transition to a digital business and replace its legacy IT infrastructure with cloud technology to better service the changing behaviour of its customers who increasingly want to use self-service chats, social media and secure messaging contact centre applications.
As Gavin Slater, Chief Executive at Nimble explains, “Our aim is to delight our customers by making borrowing simple, fast and stress-free. As a result, we needed to upgrade our IT systems with best of breed technology and enable our contact centre staff to have the latest tools at their fingertips to support customers with both self-service functionality as well as outbound and inbound calls.”
This initiative is part of number of initiatives Nimble is undertaking as it continues to pivot towards targeting customer segments with improved credit quality. This pivot will lay the foundation for Nimble to cement its position as a leading fintech company offering a range of consumer finance products and services.
PureCloud will enable Nimble with omni-channel capability and improve the speed for handling customer enquiries giving consumers the ability to select the mode of customer contact which best suits their requirements. Its skills-based routing capabilities will ensure calls are directed to the most suitable agents while additional features include call recording, outbound SMS capability, email interaction routing, real time analytics and alerts.
“For our customers the benefits will be in the speed of dealing with queries and having agent intervention only when required. The aim is fast, easy and secure communication,” says Peter Stephenson, Nimble’s Chief Operating Officer.
At the same time, PureCloud will provide agents with a user interface dashboard able to capture a historic record of individual transaction history enabling agents to further provide a rapid response to customer enquiries.
The decision to deploy PureCloud follows a market review and positive feedback from peers within the overall financial services market.
“Being cloud-based, omni-channel and an all in one, scalable communications platform was compelling but we were also impressed with what companies were doing with PureCloud and the benefits they were achieving. Genesys is also continually evolving their product so we knew we would always be at the forefront of customer communications and collaboration technology and able to add on new features when it best suits our business.”
“We’re thrilled QPC has become part of our business and is taking on the heavy lifting in the implementation of PureCloud. We look forward to the positive impact of their skills and experience on our business in the years ahead,” says Stephenson.
