The PRWIRE Press Releases https:// 2019-03-31T22:30:46Z QPC’s Genesys PureCloud Chosen To Help Mitsubishi Motors Australia Build Better Customer Relationships 2019-03-31T22:30:46Z qpcs-genesys-purecloud-chosen-to-help-mitsubishi-motors-australia-build-better-customer-relationships Sydney, 1 April 2019 - Mitsubishi Motors Australia Limited (MMAL), known for the technology, design and product advantages of their cars, utes and SUVs, has turned to QPC, the specialist 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. The PureCloud system is easy and intuitive, supporting Mitsubishi’s Customer Experience staff as they manage inbound and outbound telephony and IVR, as well as personalised customer support for multi-channel communication, including web and email routing. 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.” QPC is tasked with the project management, training, deployment and support for PureCloud among the company’s 35-member customer experience team, who handle more than 8000 inbound and outbound customer interactions each month. MMAL’s contact centre manages centralised customer service functions such as service bookings, recalls, issue resolutions, dealer enquiries and brochure requests. About QPC QPC has been at the forefront of contact centre innovation for more than 20 years and was originally founded in 2002 following the merger of Callscan and Quality Plus, both of whom shared a common heritage in providing world class contact centre solutions. The company’s focus remains on delivering our customers with services and solutions that improve their engagement with their customers. This is achieved through a focus on voice and multimedia platforms, performance management, resource management, quality management, customer analytics, consulting and education services. QPC today has offices in the United Kingdom (Head Office), the United States Sweden, United Arab Emirates, South Africa, and Australia. For further information, visit: www.qpc.com About Mitsubishi Motors Australia Mitsubishi Motors Australia Ltd. enables people and businesses to drive their ambition through the technology, design and product advantages in our range of cars, SUVs and Utes. As of 2019 Mitsubishi employs approximately 200 people nationally and services a network of around 200 dealers and service centres across Australia. 2018 marked the fourth consecutive year of sales growth to 84,955 vehicles. In 2016 we introduced the latest generation of our 4WD SuperSelect technology, which provides optimum traction and handling characteristics on all driving surfaces. The Outlander PHEV, awarded 2019’s Green SUV of the Year at the LA Auto Show, is Australia’s leading Plug-in Hybrid Electric Vehicle (PHEV). Mitsubishi vehicles consistently achieve ANCAP's highest safety rating, and in 2018 the Pajero Sport GLX, Mirage, Triton and Outlander PHEV performed best in their classes in the Australian motor associations' Vehicle Running Costs Study. Mitsubishi Motors Australia is part of Mitsubishi Motors Corporation, based in Tokyo, Japan. The company launched i-MiEV – the first mass-produced electric vehicle – in 2009, which was followed with Outlander PHEV in 2013 – the plug-in hybrid market leader in Japan and Europe. Mitsubishi has 30,000 employees and a global footprint with production facilities in Japan, Thailand, China, Indonesia, The Philippines and Russia. The global sales volume in fiscal year 2017 was 1,101,000 units, and the net sales of Mitsubishi Motors for fiscal year 2017 was 2.19 trillion yen. QPC Appointed Genesys Gold Partner 2019-02-05T23:28:42Z qpc-appointed-genesys-gold-partner Sydney, 5 February 2019 – QPC, the specialist contact centre services and solutions company, has been appointed Gold Cloud Partner status by Genesys, the global leader in omnichannel customer experience and contact centre solutions. QPC was originally appointed a Genesys partner 13 years ago. The company has invested in certification and training an in-house team of professional pre- and post-sales Genesys consultants. Over the past year, the company has achieved momentum in deployments of the Genesys PureCloud® platform across a range of private and public sector organisations, including contract wins at Beyond Bank, Mitusbishi Motors, Unity Water, Gympie Regional Council, Sportsbet and TasWater. At the same time, QPC’s focus on consultative delivery has enabled the company to deploy Genesys solutions that enable businesses to deliver seamless, connected experiences to customers across any channel. The gold partner status is recognition of QPC’s financial performance and the attainment of Genesys certifications beyond the silver status partner tier requirements. Peter Levine, APAC Commercial Director, QPC, said, “Genesys has rapidly become a core offering for our business. Genesys PureCloud enables us to help our customers rapidly deploy cloud-based solutions that result in great business outcomes. “We are delighted that our skills and industry experience have been recognised by Genesys and look forward to continuing to work together to offer a range of cloud-based customer experience and employee engagement solutions to Australian organisations.” Gwilym Funnell, Managing Director of Genesys Australia and New Zealand said, “With 20 years of experience in the contact centre industry, their commitment to excellence in training, support and management produces flawless, on-time and on-budget customer deployments, which produce rapid return on investment. We’re looking forward to working with QPC in the years ahead to drive continued mutual business success.” About QPC QPC has been at the forefront of contact centre innovation for more than 20 years and was originally founded in 2002 following the merger of Callscan and Quality Plus, both of whom shared a common heritage in providing world class contact centre solutions. The company’s focus remains on delivering our customers with services and solutions that improve their engagement with their customers. This is achieved through a focus on voice and multimedia platforms, performance management, resource management, quality management, customer analytics, consulting and education services. QPC today has offices in the United Kingdom (Head Office), the United States Sweden, United Arab Emirates, South Africa, and Australia. For further information, visit: http://www.qpc.com QPC Assists Gympie Regional Council to Upgrade Customer Contact Centre Software 2018-11-18T22:37:29Z qpc-assists-gympie-regional-council-to-upgrade-customer-contact-centre-software Sydney, 19 November 2018 – QPC, the specialist 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. The decision to appoint QPC was based on the company’s experience and qualifications while it had high confidence in the solution being a proven-market-leading customer experience technology platform that had all the features and ability to meet its requirements and provide value for money in the years ahead. PureCloud provides the council with omni-channel capability for the future and improves the speed for handling customer enquiries. Since going live earlier this year, the product has enabled it to rapidly add or remove customer contact officers as required, depending on call volumes during the day. In addition, customer contact centre officers have found PureCloud easy to use wherever they may be located. Outages are now a rare occurrence while QPC is also continuing to work with the council to ensure maximum advantage is taken of the investment in infrastructure. Gympie Regional Council is located in South-East Queensland, approximately 170 kilometres north of Brisbane. The Council serves the beautiful Gympie region, which includes a combination of rural, urban and coastal areas across 6900 square kilometres. Approximately 50,000 residents live in the region. About QPC QPC has been at the forefront of contact centre innovation for more than 20 years and was originally founded in 2002 following the merger of Callscan and Quality Plus, both of whom shared a common heritage in providing world class contact centre solutions. The company’s focus remains on delivering our customers with services and solutions that improve their engagement with their customers. This is achieved through a focus on voice and multimedia platforms, performance management, resource management, quality management, customer analytics, consulting and education services. QPC today has offices in the United Kingdom (Head Office), the United States Sweden, United Arab Emirates, South Africa, and Australia. For further information, visit: www.qpc.com Beyond Bank Checks In With QPC for Genesys PureCloud Customer Experience Deployment 2018-10-28T22:28:03Z beyond-bank-checks-in-with-qpc-for-genesys-purecloud-customer-experience-deployment Sydney, 29 October 2018 – QPC, the specialist contact centre services and solutions company, has won a contract to deploy the Genesys™ PureCloud™ contact centre platform at Beyond Bank Australia fuelling the bank’s multi-channel customer experience program. Beyond Bank is one of Australia’s largest customer owned banks serving over 240,000 customers nationally and more than 40 branches across Western Australia, New South Wales, the Australian Capital Territory and South Australia. The decision to deploy PureCloud follows a review of the bank’s 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’s contact centre handles around 290,000 calls annually and more than 350,000 interactions. Digital experiences have increased by 100 per cent in the past 12 months with live chat expanding 1,000% 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. Once fully operational, PureCloud will assist Beyond 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-based PureCloud will also seamlessly 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 Mr. 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.” About QPC QPC has been at the forefront of contact centre innovation for more than 20 years and was originally founded in 2002 following the merger of Callscan and Quality Plus, both of whom shared a common heritage in providing world class contact centre solutions. The company’s focus remains on delivering our customers with services and solutions that improve their engagement with their customers. This is achieved through a focus on voice and multimedia platforms, performance management, resource management, quality management, customer analytics, consulting and education services. QPC today has offices in the United Kingdom (Head Office), the United States Sweden, United Arab Emirates, South Africa, and Australia. For further information, visit: www.qpc.com About Beyond Bank Australia Beyond Bank has over 245,000 customers, over $5.8 billion assets under management and 40+ branches in New South Wales, South Australia, Western Australia and the ACT. Beyond Bank has won a host of industry awards including 2017 and 2018 Best Financial Institution in Corporate Social Responsibility at the Australian Retail Banking Awards and was the first bank in Australia to achieve B Corp certification. For more information please visit: www.beyondbank.com.au Nimble Checks In With QPC for Genesys PureCloud Customer Experience Deployment 2018-10-16T01:30:22Z nimble-checks-in-with-qpc-for-genesys-purecloud-customer-experience-deployment Sydney, 16 October 2018 – QPC, the specialist contact centre services and solutions company, has been awarded a contract to deploy and support the Genesys™ PureCloud™ all-in-one cloud customer engagement and collaboration contact centre platform at Nimble, a leading national online personal financial loans company. Based out of Melbourne and the Gold Coast, Nimble has provided over 1.4 million loans. The company provides customers with decisions on loan approvals within minutes of a submitted application across any device. The decision to deploy PureCloud is part of a company-wide strategy to transition to a digital business and replace its legacy IT infrastructure with cloud technology to better service the changing behaviour of its customers who increasingly want to use self-service chats, social media and secure messaging contact centre applications. As Gavin Slater, Chief Executive at Nimble explains, “Our aim is to delight our customers by making borrowing simple, fast and stress-free. As a result, we needed to upgrade our IT systems with best of breed technology and enable our contact centre staff to have the latest tools at their fingertips to support customers with both self-service functionality as well as outbound and inbound calls.” This initiative is part of number of initiatives Nimble is undertaking as it continues to pivot towards targeting customer segments with improved credit quality. This pivot will lay the foundation for Nimble to cement its position as a leading fintech company offering a range of consumer finance products and services. PureCloud will enable Nimble with omni-channel capability and improve the speed for handling customer enquiries giving consumers the ability to select the mode of customer contact which best suits their requirements. Its skills-based routing capabilities will ensure calls are directed to the most suitable agents while additional features include call recording, outbound SMS capability, email interaction routing, real time analytics and alerts. “For our customers the benefits will be in the speed of dealing with queries and having agent intervention only when required. The aim is fast, easy and secure communication,” says Peter Stephenson, Nimble’s Chief Operating Officer. At the same time, PureCloud will provide agents with a user interface dashboard able to capture a historic record of individual transaction history enabling agents to further provide a rapid response to customer enquiries. The decision to deploy PureCloud follows a market review and positive feedback from peers within the overall financial services market. “Being cloud-based, omni-channel and an all in one, scalable communications platform was compelling but we were also impressed with what companies were doing with PureCloud and the benefits they were achieving. Genesys is also continually evolving their product so we knew we would always be at the forefront of customer communications and collaboration technology and able to add on new features when it best suits our business.” “We’re thrilled QPC has become part of our business and is taking on the heavy lifting in the implementation of PureCloud. We look forward to the positive impact of their skills and experience on our business in the years ahead,” says Stephenson. About QPC QPC has been at the forefront of contact centre innovation for more than 20 years and was originally founded in 2002 following the merger of Callscan and Quality Plus, both of whom shared a common heritage in providing world class contact centre solutions. The company’s focus remains on delivering our customers with services and solutions that improve their engagement with their customers. This is achieved through a focus on voice and multimedia platforms, performance management, resource management, quality management, customer analytics, consulting and education services. QPC today has offices in the United Kingdom (Head Office), the United States Sweden, United Arab Emirates, South Africa, and Australia. For further information, visit: http://www.qpc.com QPC to Deliver Suite of Contact Centre Solutions and Services for HAMBS Health Fund Members 2016-10-27T00:12:41Z qpc-to-deliver-suite-of-contact-centre-solutions-and-services-for-hambs-health-fund-members Adelaide, 27 October 2016 – QPC, the specialist contact centre services and solutions company, has announced that it will deliver a range of consulting and technical support services to manage the integration of cloud and on-premise customer engagement solutions for health funds participating in the Adelaide-headquartered Hospital and Medical Benefits System (HAMBS).    HAMBS provides a wide range of software development and hosting services for Australia’s private health insurance industry.  These include business application tools that allow health fund organisations to effectively manage their core business while maintaining legislative and regulatory compliance requirements.   Primarily, the organisation supplies and supports the HAMBS application, a sophisticated and user-friendly software and information technology solution which services 23 private health funds nationwide. HAMBS also provides the hosting of the application and network services for 19 private health funds. HAMBS application customers are able to select from a catalogue of hosting and consulting services to ensure they achieve the maximum benefit from their relationship with HAMBS.  At the same time, HAMBS accepts and processes an extensive range of e-commerce transactions, including HICAPS and IBA, Medicare Two-Way, and hospital claims.   “Our ongoing aim is to seamlessly integrate our private health provider members with the HAMBS engine through a suite of customer engagement solutions which will ultimately improve their consumers’ experience and enable us to drive productivity and organisational effectiveness within our own business and among the health fund providers,” said Nick Paterakis, Technical Services Manager, HAMBS.     Following a comprehensive market review, QPC were selected by several funds within the HAMBS community to provide customer service solutions.   As part of this process and in recognising each other's value.  HAMBS and QPC will work closely together to manage the deployment of the Interactive Intelligence PureCloud℠ suite of cloud services for enterprise-grade communications, collaboration, and contact centre management.    Built on top of Amazon Web Services and using a distributed cloud environment, QPC will build integration between the PureCloud℠ platform and HAMBS providing for easy sharing of documents, images and other content both inside and outside the organisation for simple, secure and efficient team-based collaboration. Additional benefits include real-time enterprise collaboration tools, support for multiple voice, video and mobile endpoints and sophisticated IP PBX capabilities.   In addition, QPC will provide consulting and technical support services to build integration between HAMBS and the Interactive Intelligence Customer Interaction Center (CIC) hosted and on-premise customer engagement solution for several member health funds.  This will further support their transition to providing omnichannel customer services.    CIC enables organisations to customise functionality to meet their unique business needs while managing the entire business process with a full suite of multichannel contact centre, unified communications and business process automation features.     Collectively, integration with both the Interactive Intelligence hosted and on-premise solutions will support seamless access for the HAMBS application for all business processes, including imaging and workflow.  All relevant documentation, including customer correspondence, invoicing, claims and sales data will be able to be stored and managed electronically, ensuring data integrity at the point of processing.   “QPC will support HAMBS with market-leading skills, expertise and experience which will ensure that as the HAMBS application is continually enhanced, we’ll be able to provide our health fund members with ongoing seamless access to new functionality to meet today's health insurance information technology needs.     “The result of working with QPC is that both organisations will become joint technology partners to Australia’s leading health funds providers and able to offer technical expertise, ongoing integration support and, ultimately, ongoing value in the overall comprehensive service we can provide back to the health funds to fuel their own individual customer experience business requirements,” said Paterakis.  About QPC QPC has been at the forefront of contact centre innovation for more than 20 years and was originally founded in 2002 following the merger of Callscan and Quality Plus, both of whom shared a common heritage in providing world class contact centre solutions.   The company’s focus remains on delivering our customers with services and solutions that improve their engagement with their customers. This is achieved through a focus on voice and  multimedia platforms, performance management, resource management, quality management, customer analytics, consulting and education services.   QPC today has offices in the United Kingdom (Head Office), the United States Sweden, United Arab Emirates, South Africa, and Australia.  For further information, visit: www.qpc.com   ENDS Toowoomba Regional Council Signs Managed Services Contract with QPC 2016-09-25T22:56:53Z toowoomba-regional-council-signs-managed-services-contract-with-qpc Brisbane, 26 September 2016 – QPC, the specialist contact centre services and solutions company, has won a contract to supply a comprehensive suite of managed services to provide ongoing support for contact centre and telephony applications infrastructure at Toowoomba Regional Council.   Under the terms of the deal, QPC will provide third-party support for future upgrades to the council’s existing Interactive Intelligence Customer Interaction Center (CIC) omnichannel customer engagement software suite, as well as consultancy support and regular health checks to ensure that the council is using the technology to maximum advantage.   Toowoomba Regional Council originally deployed Interactive Intelligence more than five years ago following the 2008 amalgamation of local governments across Queensland which saw the bringing together of Toowoomba City and Milmerran, Clifton, Cambooya, Pittsworth, Jondaryan, Rosalie and Crows Nest Shire Councils into one ‘super council’ servicing more than 160,000 people.   In recent years, the council has continued to maintain its contact centre operations in eight separate centres staffed by 40 agents but has extended the CIC functionality to include applications such as call back services, recorder and feedback modules, and workforce planning.  Residents now have one single point of contact for all council enquiries but the council maintains a presence in each of the service centres, and provides automated routing to the correct facility or relevant department.    Customers no longer have to think carefully about how or where they contact the Council.  A single telephone number offers 24 hour a day service and a centralised contact point for any queries.  Incoming calls are automatically routed to the next, most appropriate phone operator regardless of location.  Counter staff in regional offices also use the system to manage and log queries.    In addition, a workforce planning module helps efficiently roster staff while an auto call back option enables customers in a phone queue to leave their details and hang up without losing their place in the queue.    The decision by Toowoomba Regional Council to select QPC follows a comprehensive tender process in which several vendors were evaluated.     “QPC met all our criteria for the managed services contract, including their cost, expert team skills and range of services offered.  As they are expert in driving great outcomes from the Interactive Intelligence technology we are very confident that the council will benefit from a seamless transition to QPC for our managed services requirements and contingency planning strategy,” says Kirrilly Rowan, Manager Customer Service, Toowoomba Regional Council.     Toowoomba Regional Council is the ninth biggest local government organisation of the 74 regions in Queensland and governs an expansive $4 billion asset portfolio.  The council employs approximately 1800 staff across the region dedicated to delivering excellent customer service to the community, residents and visitors throughout the region.   “We are delighted to have won this managed services contract and to support the council in its aim to deliver high quality services to the community while enhancing efficiency, customer service and innovation,” says Peter Levine, Commercial Director, QPC. QPC is already being engaged by the council to investigate potential new upgrades to add the latest functionality to its contact centre infrastructure.   “Our ultimate aim is to ensure that our contact centre operations contribute to create a great customer experience for residents and businesses in the region,” added Rowan.About QPC QPC has been at the forefront of contact centre innovation for more than 20 years and was originally founded in 2002 following the merger of Callscan and Quality Plus, both of whom shared a common heritage in providing world class contact centre solutions.   The company’s focus remains on delivering our customers with services and solutions that improve their engagement with their customers. This is achieved through a focus on voice and  multimedia platforms, performance management, resource management, quality management, customer analytics, consulting and education services.   QPC today has offices in the United Kingdom (Head Office), the United States Sweden, United Arab Emirates, South Africa, and Australia.  For further information, visit: www.qpc.com