Sydney, Australia, July 6, 2020 -- MaxContact, a contact centre specialist, has announced that it has partnered with C9 Communications to deliver an all in one cloud contact solution for Thomas Direct, an Australian company specialising in charitable lotteries, raffles and telefundraising. Thomas Direct has deployed the solution to fuel the successful momentum and delivery of client campaigns.
Thomas Direct has been involved in lotteries and raffles for many of Australia’s not-for-profit organisations, including research foundations, hospitals and health care organisations, volunteer-based clubs and membership organisations. It provides an ethical telemarketing service with a core focus on relationship building based on a team of qualified agents and technology.
Up until recently, Thomas Direct’s 120 seat Gold Coast contact centre had relied on a manual dialler solution to drive campaign success but increasingly this legacy technology was unable to scale and meet the organisation’s requirements for reporting in real-time, quality assurance, effective workflow, business continuity and compliance.
The decision to deploy MaxContact followed a market review in conjunction with the company’s existing cloud-based telephony and carriage solutions provider, C9 Communications.
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"We needed a solution which was fast to deploy, easy to use and could provide feature functionality to best support our client campaigns," says Vanessa Gilbert, Contact Centre Operations Manager at Thomas Direct. "At the same time, we wanted to work with a vendor technology which would enable us to integrate our own existing systems, including a payment gateway and customer relationship management software.
"In addition, we had been impressed with C9 Communications’ track record and their inherent flexibility to meet our specific requirements with a product which could be easily customised, resulting in a better caller experience and offer significant operational cost savings. From day one, we could see that MaxContact would streamline and automate campaigns thereby optimising our overall performance."
"Since going live with MaxContact earlier this year, we have saved 25 per cent on our agent seat cost. One of the real advantages of the system is that you can keep latching on additional functionality as your requirements change. This flexibility is important to us. Our employees picked up the new system very easily and MaxContact’s streamlined architecture will enable us to leverage our own team’s skills so we can easily manage the system in-house. We expect to see a rapid return on investment from this project over the coming months. At the same time, knowing we won’t have downtime with MaxContact is a real advantage," says Gilbert.
Posted by Veronica Silva Cusi, news correspondent
Built from the ground up by industry professionals, MaxContact is a contact centre provider with a range of integrated solutions including intelligent routing, business analytics, inbound, outbound, configuration, IVR automation, quality call recording , speech analytics, scripting and workforce management.
Published: Tuesday, July 7, 2020
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