Contact Centre Featured Article

April 08, 2009

IPscape Deploys IP Communications Platform for Australian Call Centre

By Vivek Naik

TMCnet Contributor

Pacific FX Traders reportedly signed a contract with IPscape recently to implement IP-based call center routing, tracking, alerting and management of call work flow in time for Pacific FX’s 22 agents to go live on the new system when they resumed services on Monday morning.

The IPscape (News - Alert) platform combines: VoIP; logs all call information such as start, finish, duration, recording and alerts for the follow-up call; generates interaction reports; manages workflow; and provides visible billing on a per second basis.

Officials at FX Traders say they provide marketing support services to Wealth FX via a telemarketing business model that first convinces individuals to sign up and then enter into contract with them. Their agents and sales team work from Queensland, Australia’s North East state. FX is short for foreign exchange.

WealthFX is an educational program that helps train the individual to trade in foreign exchange armed with an improved knowledge of the way markets function and allegedly makes them confident of conducting profitable transactions. Newton Grace, General Manager of Pacific FX, said that although there is an acute global financial recession, the program is such a hit that company had to move to larger premises and introduce standardized workflow functioning.

Importantly, the solution is offered as a service, more popularly called Software as a Service (SaaS (News - Alert)), that immediately cuts down upfront payments and does require the entire solution to be engaged, as reported by TMC (News - Alert), and it is managed from a remote location by a third party and drastically reduces IT staff and maintenance costs.

“It’s an absolutely fabulous concept and delivers all the benefits a business with a call centre needs – greater agent productivity, amazing flexibility, clever business based rules and a big profitability boost. Our estimation is a profit improvement of nearly 40 percent from the IPscape system. It really was a no-brainer decision,” Grace said.

“Pacific FX Traders is a perfect example of how IPscape’s SaaS call centre can transform a business virtually overnight,” said Simon Burke, chief executive officer at IPscape. “All the advanced functionality like the behemoth call centre “big boys” delivered lightning fast – reducing costs, eliminating upfront capex and leapfrogging months of implementation delays.”

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.

Vivek Naik is a contributing editor for TMCnet. To read more of Vivek's articles, please visit his columnist page.

Edited by Michael Dinan

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