Sydney, Australia, Oct 29, 2018 -- QPC, a 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.
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 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.
"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."
Posted by Veronica Silva Cusi, news correspondent
About QPC Ltd.:
QPC helps companies to improve their business performance by enabling their customer service operations to surpass their operational and strategic goals. QPC’s insight, integration, workforce optimisation and capability management systems combined with education and consulting services have a substantial track record of reducing costs, increasing revenues and improving both customer and employee retention within contact centres, back offices and other service environments. QPC has offices in the European, Middle East, African, Asia Pacific and North American regions to give their customers local support when and where they need it.
Published: Tuesday, October 30, 2018
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