Sydney 19 February 2019 – QPC, the specialist contact centre services and solutions company, has announced that it has won contracts from Sportsbet, Vic Super and Guild Group for the deployment of the Genesys™ PureCloud™ contact centre platform and ongoing services and support.
QPC is replacing legacy systems at all three customer sites empowering contact centre customer agents to provide an improved customer experience. At the same time, the PureCloud platform will enable each organisation to benefit from improved visibility into customer interactions and provide them with the ability to increase capacity and scale during peak times.
QPC has been tasked with infrastructure support for the deployment of cloud-based Genesys PureCloud™ contact centre software as well as ongoing consulting support and regular health checks to ensure that that the organisations are using the technology to maximum advantage.
The decision to select PureCloud followed a comprehensive market review by each organisation seeking to benefit from a solution which could provide scalability in the number of agents, redundancy and comprehensive disaster recovery.
PureCloud is built on a modern microservices framework delivering customer engagement and employee collaboration functionality. Its scalability, flexibility and rapid deployment make it a high-value, low-risk proposition for businesses that want to move their contact centre operations to the cloud.
The solution’s rich feature functionality includes call recordings, skills based routing, outbound SMS capability, email interaction routing, workforce management, customised wallboards and waiting customer information displays, real time analytics, alerts and monitoring. These features assist contact centres to reach service levels and improve on the overall customer experience.
Peter Levine, APAC Commercial Manager, QPC, said, “Genesys PureCloud enables us to help our customers to evolve their business processes and technologies to keep customers and employees engaged. These days, those companies that do so will have the competitive advantage of knowing what their customers want, and innovating to deliver it, even before the customers are aware of the need.
“PureCloud is a cloud-based solution that results in great business outcomes, including industry-leading response rates and exceptional customer experience. Customers can rapidly benefit from removing many of the resourcing and cost burdens associated with maintaining on-premises hardware and applications. As a result, contact centre agents are freed to focus on providing service innovation that can drive differentiation and ultimately fuel company growth.
“We are thrilled to be working with Guild Group, Sportsbet and VicSuper during 2019. All three organisations display purposeful leadership, engaged employees, compelling brand values and a culture of customer connectedness throughout the organisation, key features of a top performing contact centre organisation. We look forward to delivering mutual business success in 2019 and beyond.”
Earlier this month, QPC announced that it had been appointed a Genesys Gold Cloud Partner following its investment over the past 12 months in certification and training an in-house team of professional pre- and post-sales Genesys consultants.
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