Qantas Staff Credit Union
(QSCU) has announced that it has selected IPscape
’s Software as a Solution (SaaS (News
)) call center management solution to significantly improve the efficiency and customer experience of its contact office in Sydney.
“Member service is our number one priority,” said Scott King, CEO at QSCU. “IPscape (News
) demonstrated that they really know call centres and could help us improve the flexibility and productivity of our call centre to boost member service.”
Officials at the company say that QSCU has also opted for IPscape’s disaster recovery service that is unique in one sense, which is, the company has to pay for the service only if it ever uses it.
Disaster recovery in its most basic form indicates that all data, transaction and correspondence is constantly backed-up simultaneously on at two servers with guaranteed redundant power back up such as UPS, diesel generator, alternate solar energy, and is made available to the customer based on terms and conditions mutually accepted in Service Level Agreements. In QSCU’s case it has to pay for all the back-up and continuation of service only if it ever gets to exercise the disaster recovery option.
“We were impressed by the depth of features IPscape provides,” said Fred Grebenshikoff, manager, business services, at QSCU. “The simple interface and ease of use belies the very clever functionality behind the agent's workspace. Live reports, quality assurance, call queue control and smart IVR that we can control according to our needs will make a world of difference to day-to-day call centre operations. Adding the IPscape disaster recovery service is a "no brainer" - we have a backup but only pay usage costs if a disaster occurs.”
The IPscape platform, reported TMCnet
, combines: voice over internet protocol; logs all call information such as start, finish, duration, recording and alerts for the follow-up call; generates interaction reports; manages workflow; and provides visible billing on a per second basis. It also delivers IP based routing, tracking, and management of work flow at a call center, and its Interactive Voice Response can be configured by the customer.
QSCU claims it has assets in excess of $ 1.5 billion and provides financial services to over 80,000 members across Australia. Officials said that IPscape was selected based on its proven call center solution track record and because it transparently demonstrated how cost is reduced. Another advantage was the ability to integrate IPscape’s solution smoothly with QSCU’s Customer Relationship Management systems without creating any disruption for consulting customers.
“Financial institutions have sophisticated call centre needs,” said Simon Burke, CEO at IPscape. “Our OPEX (News
) model cost advantages would be a Clayton's benefit if we couldn't deliver the functionality for QSCU's challenging banking and finance environment.”
The mutually beneficial route of SaaS, TMCnet
earlier, gives customers the freedom to use and pay for only select components of their choice from software suites, and the flexibility to add other requisites as and when the need arises. Prior to this innovative customer driven request for ‘a use and pay when required only’ approach, entire solutions had to be bought and installed at a significantly higher one-time cost.
IT support resources, the report
continues, such as staff, network equipment, installation fees and annual maintenance contracts are kept to a minimum, if not eliminated. With lesser pre-installed information to wade through, systems become more agile and corrective measures require lesser bandwidth, are more focussed and can be done remotely.