Contact centre services and solutions company QPC has signed four major contracts, including an agreement with the Gympie Regional Council in Queensland.
Alongside the Gympie Regional Council, QPC also won contracts with Unity Water, British American Tobacco, and pharmaceutical giant Pfizer.
All four organisations are replacing legacy solutions, and are aiming to achieve several key objectives, including industry-leading response rates and exceptional customer experience.
QPC will provide the organisations with infrastructure support for the deployment of cloud-based Genesys PureCloud contact centre software as well as ongoing maintenance.
This includes consulting support and regular health checks to ensure that that the organisations are using the technology to maximum advantage.
As part of the contracts, QPC will also provide hosting for all four organisations through its partner, Comscentre, an Australian-owned, a provider of enterprise-grade communications products and services.
PureCloud is built on a microservices framework that delivers customer engagement and employee collaboration functionality.
The solution’s features include call recording, skills-based routing, outbound SMS capability, email interaction routing, workforce management, customised wallboards and waiting customer information displays, real-time analytics, alert, and monitoring.
Peter Levine, commercial director, QPC, comments on the contract wins, “We are delighted to win these four new customer deployments operating as they do in market environments where they cannot afford to have any customer downtime.”
“Indeed, all these organisations are looking for reliability, security, and flexibility as well as the operational efficiencies of a unified platform to improve performance.”
“We look forward to working with them to ensure that their customers can be supported across any channel of their choice with experiences that are smart, fast and in the right context.”