Sydney, Australia, Nov 19, 2018 -- QPC, a contact centre services and solutions company, has deployed the Genesys™ PureCloud™ all-in-one cloud customer engagement and collaboration contact centre platform at Gympie Regional Council in Queensland.
PureCloud replaces the council’s legacy customer contact centre performance management software which had limited functionality, reached end of life and was being decommissioned.
At the same time, Gympie Regional Council was seeking a solution that would underpin its call handling ability, including queuing and routing of calls, provide a high grade of service and be compatible with the council’s telephony platform while functioning at multiple sites across the council’s facilities.
From an internal perspective, Gympie Regional Council also wanted a solution which could provide analytics and reporting based on real time and historical data which would enable it identify trends while supporting workload management, forecasting and scheduling of resources.
QPC was selected via a tender process to deploy PureCloud and successfully met the council’s challenge of rapid implementation in between council rate quarterly issue.
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: Wednesday, November 21, 2018
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.