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QuoteWizard's Rapid Transition to Twilio Voice: A Case of Enhanced Efficiency and Cost Savings
Applicable Industries
- Finance & Insurance
- Telecommunications
Use Cases
- Speech Recognition
- Usage-Based Insurance
Services
- System Integration
The Challenge
QuoteWizard, a company that connects consumers with insurance agents, faced a significant challenge when their telephony provider experienced an outage that lasted for days. This outage caused their Interactive Voice Response (IVR) and lead generation infrastructure to go offline, severely impacting their operations. The reliability of their phone infrastructure was crucial for their revenue stream, as they get paid for every successful connection between a buyer and an agent. The outage not only disrupted their services but also left the team in a state of uncertainty and stress. The situation was further exacerbated when, even after 24 hours, the outage was not resolved, leaving QuoteWizard's telephony services still down.
About The Customer
QuoteWizard is a company that specializes in connecting consumers with insurance agents. The company allows consumers to shop for insurance policies with speed and efficiency. Visitors describe the policy they require, and within seconds, several trusted insurance agents in their area provide competing quotes. The consumer then selects the best policy and connects to the agent on the phone in real time to complete the purchase. When QuoteWizard successfully connects a buyer to an agent, they get paid for the lead. The company was founded in 2006 and is headquartered in Seattle, WA.
The Solution
In response to the prolonged outage, the team at QuoteWizard decided to re-deploy using Twilio's Voice API and integrated IVR capabilities. Within a short span of four hours, they were able to build, test, and deploy a working replacement for their existing provider. This rapid transition was made while their existing service provider's outage was still ongoing. The team used ColdFusion to leverage the Twilio API and integrated it into their web interfaces to provide phone-based enhancements to business procedures. The newly implemented Twilio solution replaced the old processes and has been in use since then. This solution not only dramatically reduced downtime but also scaled smoothly as their volume increased.
Operational Impact
Quantitative Benefit
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