Monday, 29 October 2018 12:06

QPC secures Beyond Bank contract

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QPC secures Beyond Bank contract Image courtesy of IndypendenZ at FreeDigitalPhotos.net

UK-based specialist contact centre services and solutions company QPC has won a contract to deploy the Genesys PureCloud contact centre platform at Beyond Bank Australia as part of the bank’s multi-channel customer experience program.

Beyond Bank — one of Australia’s largest customer owned banks — says the decision to deploy PureCloud follows a review of its 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 says its contact centre handles around 290,000 calls annually and more than 350,000 interactions, and digital experiences have increased by 100% in the past 12 months with live chat expanding 1000% in the past two years.

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.

The bank says that once fully operational, PureCloud will assist the 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.

Built on an open standards-base, PureCloud will also integrate with Beyond Bank’s existing Dynamics 365 CRM system.

PureCloud’s call recording and workforce optimisation functionality will also enable Beyond Bank to support its training initiatives and ensure that calls are routed to the most appropriately skilled agent.  

At the same time, PureCloud will predict staff rostering requirements by providing historical data into periods of peak demand such as the first week of the month when customers receive statements, or around the end of financial year or after a public holiday.

“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 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.”

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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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