Story image

QPC beats out several vendors, wins Toowoomba MSP contract

30 Sep 2016

Toowoomba’s regional council has signed a managed services contract with contact centre solutions company QPC.

Within the agreement, QPC will provide third-party support for future upgrades to the council’s existingInteractive Intelligence Customer Interaction Center (CIC) omnichannel customer engagement software suite, as well as consultancy support.

The council originally deployed Interactive Intelligence over five years ago. And, in recent years, the council has continued to maintain its contact centre operations in eight separate centres.

In an aim to improve consistency, residents now have one single point of contact for all council enquiries. However, the council will still maintain a presence in each of the service centres, providing automated routing to the correct facility or relevant department.   

For customers, there is now only one single convenient telephone number that offers 24 hour a day service and a centralised contact point for any queries.  

Following a comprehensive tender process, QPC was chosen by Toowoomba Regional Council out of a number of different vendors.

Kirrily Rowan, manager of customer service for Toowoomba Regional Council, says QPC met all the criteria for the contract.

“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,” she says.   Toowoomba Regional Council is the ninth biggest local government organisation of the 74 regions in Queensland and governs an expansive $4 billion asset portfolio.

“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.”

GitHub launches fund to sponsor open source developers
In addition to GitHub Sponsors, GitHub is launching the GitHub Sponsors, GitHub will match all contributions up to $5,000 during a developer’s first year in GitHub Sponsors.
Check Point announces integration with Microsoft Azure
The integration of Check Point’s advanced policy enforcement capabilities with Microsoft AIP’s file classification and protection features enables enterprises to keep their business data and IP secure, irrespective of how it is shared. 
Why AI will be procurement’s greatest ally
"AI can help identify emerging suppliers, technologies and products in specific categories."
Are AI assistants teaching girls to be servants?
Have you ever interacted with a virtual assistant that has a female-based voice or look, and wondered whether there are implicitly harmful gender biases built into its code?
Google 'will do better' after G Suite passwords exposed since 2005
Fourteen years is a long time for sensitive information like usernames and passwords to be sitting ducks, unencrypted and at risk of theft and corruption.
Hackbusters! Reviewing 90 days of cybersecurity incident response cases
While there are occasionally very advanced new threats, these are massively outnumbered by common-or-garden email fraud, ransomware attacks and well-worn old exploits.
Data#3 to exclusively provide MS licences to WA Government
The technology services provider has won two contracts with the Western Australia Government, becoming its sole Microsoft licence provider.
Why cash is no longer king in Australia
Australia is leading the way in APAC for granting credit on B2B transactions.