Case Study: Rapid Financial Solutions achieves a streamlined, cloud-based contact center and improved customer experience with Genesys PureCloud

Growing financial services firm delivers on next-gen customer demands with PureCloud by Genesys

Rapid Financial Solutions, a Utah-based payment services firm founded in 2005, faced growing contact-center complexity as it expanded its product offerings and client base. Its legacy IVR and PBX systems offered poor integration with CRM, required agents to use multiple disparate tools, produced unreliable metrics, and lacked automation and true cloud scalability — all of which increased training time, reduced agent and customer satisfaction, and constrained growth.

Rapid replaced its legacy stack with PureCloud by Genesys (integrated with Salesforce and a unified IVR) implemented by AcceInfo, consolidating data and embedding call controls into a single agent desktop. The deployment enabled computer-and-headset operation, streamlined self-service (about 30% of callers), improved reporting and supervisory visibility, reduced handle and training times, increased agent and customer satisfaction, and delivered PCI compliance — while enabling faster IVR changes and new initiatives like a virtual branch.

Rapid Financial Solutions

Daren Jackson

CEO