Sydney, 29 October 2018 – QPC, the specialist contact centre services and solutions company, has won a contract to deploy the Genesys™ PureCloud™ contact centre platform at Beyond Bank Australia fuelling the bank’s multi-channel customer experience program.
Beyond Bank is one of Australia’s largest customer owned banks serving over 240,000 customers nationally and more than 40 branches across Western Australia, New South Wales, the Australian Capital Territory and South Australia.
The decision to deploy PureCloud follows a review of the bank’s contact centre management and its decision to replace the current Zeacom-based queuing system to increase functionality and to scale up growth.
“We looked at several vendors but preferred the PureCloud platform recommended by QPC for its all-in-one communications, collaboration and contact centre functionality, including its call recording, rich analytics, ability to scale to meet peak demands, intuitive interface and support for workforce skills optimisation,” said Darryl Martin, National Manager - Customer Relationship Centre, Beyond Bank.
“At the same time, its product feature roadmap was appealing. We can deploy it instantly and transform our customer experience by moving away from a phone system to one that includes live chat, email, secure messaging, and social media.”
Beyond Bank’s contact centre handles around 290,000 calls annually and more than 350,000 interactions. Digital experiences have increased by 100 per cent in the past 12 months with live chat expanding 1,000% in the past two years.
Beyond Bank will partner with QPC to deploy PureCloud across its Customer Relationship Centre operations in Adelaide and Canberra which house around 75 agents for both inbound and outbound calls.
Once fully operational, PureCloud will assist Beyond Bank to capture and consolidate customer conversations in one place making it easy to provide a responsive service through gaining a 360 degree view of an individual customer interaction while reducing complexity, simplifying administration and improving efficiency.
Built on an open standards-based PureCloud will also seamlessly integrate with Beyond Bank’s existing Dynamics 365 CRM system.
PureCloud’s call recording and workforce optimisation functionality will also enable Beyond Bank to support its training initiatives and ensure that calls are routed to the most appropriately skilled agent.
At the same time, PureCloud will predict staff rostering requirements by providing historical data into periods of peak demand such as the first week of the month when customers receive statements, or around the end of financial year or after a public holiday.
“We are excited about this cloud deployment and delighted to be working with QPC as they have experience across different industries and vertical markets and also have similar values to Beyond Bank, this is a true partnership to deliver success,” said Mr. Martin.
“Ultimately, PureCloud will let us provide customers with a true omni-channel experience and we’ll be better able to understand what each individual customer wants and how they want to interact with us.”
QPC has been at the forefront of contact centre innovation for more than 20 years and was originally founded in 2002 following the merger of Callscan and Quality Plus, both of whom shared a common heritage in providing world class contact centre solutions.
The company’s focus remains on delivering our customers with services and solutions that improve their engagement with their customers. This is achieved through a focus on voice and multimedia platforms, performance management, resource management, quality management, customer analytics, consulting and education services.
QPC today has offices in the United Kingdom (Head Office), the United States Sweden, United Arab Emirates, South Africa, and Australia. For further information, visit: www.qpc.com
About Beyond Bank Australia
Beyond Bank has over 245,000 customers, over $5.8 billion assets under management and 40+ branches in New South Wales, South Australia, Western Australia and the ACT. Beyond Bank has won a host of industry awards including 2017 and 2018 Best Financial Institution in Corporate Social Responsibility at the Australian Retail Banking Awards and was the first bank in Australia to achieve B Corp certification. For more information please visit: www.beyondbank.com.au