Sydney, Australia, April, 2019 -- Mitsubishi Motors Australia Limited (MMAL), has turned to QPC, a contact centre services and solutions company, to streamline their customer services’ platform.
The choice to deploy QPC’s Genesys™ PureCloud™ contact centre platform within Mitsubishi’s national contact centre in Adelaide, was largely based on the software’s top-notch, omni-channel and reporting capabilities. MMAL wanted a solution that could integrate a number of different systems, providing actionable insights that would boost their ability to improve customer, dealer and staff experience.
Ben Hersey, Manager Customer Experience, MMAL, said: "This is an important step forward, which we believe will help us better support our customers. Our previous customer support solutions were no longer capable of delivering on our strategy of providing a quick, easy and proactive service experience. The PureCloud platform has allowed us to retire our legacy telephony solution and adopt a single system to cater for Inbound, Outbound and Case Management.
"We understand that our customers expect us to be able to handle their queries quickly and expertly. The PureCloud platform helps us to do this by spending less time tied-up on administration and more time focused on our customers.
"Our team leaders will also benefit from reliable analytics data, giving them increased awareness of call quality, agent status and average call handling times, enabling increased efficiency and performance."
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, April 3, 2019
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