Contact Centre Featured Article

April 08, 2009

IPscape Deploys IP Communications Platform for Australian Call Centre


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


Related Contact Center Solutions Articles

    Rimhub Holdings, Inc. Acquires Systems Integration

    Rimhub Holdings has announced that the company has acquired Systems Integration, Inc. (SII), a company that provides contact center and IT help desk infrastructure solutions to U.S. Government agencies and commercial enterprises. The company also provides contact center and help desk systems. [ Read More ]
    07/29/2014

    California Association of Realtors Enhances Responsiveness with Interactive Intelligence

    In the contact center solutions community, we hear so much these days about improving the customer experience and doing so with the additional objective of reducing costs. Contact centers after all are the front lines of customer interactions. Being able to be more responsive is key, along with taking advantage of state-of-the-art communications to dramatically reduce operating expenses. [ Read More ]
    07/29/2014

    Logitech's USB headset H570e to Enhance the UC Experience

    With workplaces constantly changing, there has been an accelerated demand for software and headsets; while the transition to a softphone is almost automatic, the search for a good affordable headset that's tuned to unified communications platforms isn't easy. However, Logitech has a new comfortable one lined up that might just suit their needs-the USB headset H570e. [ Read More ]
    07/28/2014

    Talk2Rep Partners with Lighthouse Works

    Talk2Rep, Inc., a national business process outsourcing (BPO) provider based in Florida, has entered into a strategic partnership with Lighthouse Works. This partnership offers improved job opportunities for people who have poor visions. [ Read More ]
    07/28/2014

FOLLOW US

Contact Center Solutions Glossary of Terms

Featured eBook

    All Things Customer Interaction Solutions eBOOK
    It has been said that customer interaction centers are the front door to any organization's value chain. This is an accurate description of the transformations taking place in contact centers as a result of enhancements in multichannel communications, speech analytics, IVR capabilities, integrations with unified communications capabilities (UC) and other collaboration tools and applications, and the move to the cloud...

Featured Whitepaper

    Microsoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrier-free Customer Experience To implement contact center functionality, organizations using Microsoft Lync Server 2010 can follow the unified communications blueprint of open standards interoperability and integrate to a contact center solution of their choice. Customer Interaction Center (CIC) from Interactive Intelligence is a proven best of breed contact center solution that merits consideration ...

Featured Success Story

    Contact Center Solutions Featured Success Story
    Interactive Intelligence all-in-one IP communications software suite integrated with Microsoft Lync helps Bentley save $200,000 annually.

Featured Product Demo

    Contact Center Solutions Interaction Analyzer™
    Interaction Analyzer™
    Real-time word and phrase spotting. Alerting. Analytics. Scoring. Coaching. Watch how Interaction Analyzer turns every moment, of every past and present call, into data that lets you deliver an exceptional customer experience.

Featured Resources

Ask the Expert