Sydney, Australia, May 20, 2009 --(PR.com
)-- Qantas Staff Credit Union (QSCU) today announced it has chosen IPscape, the Australian software as a service (SaaS) contact centre provider, to revitalise its Sydney-based call centre.
QSCU has in excess of $1.5 billion in assets under management and provides financial services to over 80,000 members across Australia. The agreement includes both IPscape's pay-as-you-use contact centre and pay-if-you-use disaster recovery service.
According to Scott King, CEO at QSCU, a clear demonstration of cost reduction and obvious in-depth call centre expertise made IPscape the only choice.
'Member service is our number one priority,' said King. 'IPscape demonstrated that they really know call centres and could help us improve the flexibility and productivity of our call centre to boost member service.'
The IPscape SaaS contact centre solution combines telco and software expense into a monthly usage-based operational cost without any upfront capex. Clever advanced functionality, such as voice recording, real-time reporting and user-configurable IVR, provide the credit union with new levels of flexibility and user-control.
The IPscape call centre will integrate with existing QSCU customer relationship management (CRM) systems to streamline member service.
'We were impressed by the depth of features IPscape provides,' said Fred Grebenshikoff, Manager, Business Services at QSCU. 'The simple interface and ease of use belies the very clever functionality behind the agents workspace. Live reports, quality assurance, call queue control and smart IVR that we can control according to our needs will make a world of difference to day-to-day call centre operations. Adding the IPscape disaster recovery service is a "no brainer" - we have a backup but only pay usage costs if a disaster occurs.'
According to IPscape CEO, Simon Burke, 'financial institutions have sophisticated call centre needs. Our opex model cost advantages would be a Clayton's benefit if we couldn't deliver the functionality for QSCU's challenging banking and finance environment.'
Built from the ground up in Australia, IPscape's award-winning hosted or SaaS call centre and customer contact solutions benefit from over 50 years first-hand call centre experience and the latest voice and data technologies. IPscape's SaaS approach is simple, clever and fast so clients can concentrate on customer service delivery not the infrastructure. More information on IPscape at www.ipscape.com.au