Under the contract, Mitsubishi will deploy the QPC’s Genesys PureCloud contact centre platform within the company’s national contact centre in Adelaide.
QPC says the choice to deploy the platform was largely based on the software’s “top-notch, omni-channel and reporting capabilities”, with Mitsubishi wanting 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.
“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.”
QPC is tasked with the project management, training, deployment and support for PureCloud among Mitsubishi’s 35-member customer experience team, who handle more than 8000 inbound and outbound customer interactions each month.