Carsguide.com, a website that facilitates the sale of new and used cars, has turned to the cloud to help it handle phone inquiries about cars advertised on the site.
Specifically, Carsguide has adopted the IPscape Agile Messaging Service (AMS), a messaging system that works in tandem with contact center or sales technology platform.
IPscape says the AMS system can “automate the distribution of Web-generated phone leads to a mobile sales force so customers can be contacted quickly through a channel and time of their choice. AMS also provides real-time visibility of each customer interaction which means reporting is faster and more accurate.”
IPscape CEO Simon Burke said, "By tracking each call dealers receive from the website, Carsguide.com can now be 100 percent transparent in how it delivers value back to dealers."
The AMS system was developed by IPscape’s research and development team, with the help of a $825,000 commercialization Australia grant. It was released to IPscape’s customers at the end of June 2011 and was initially available in Australia, the U.K. and Asian markets. When it was launched, the company had lodged a number of patents for the AMS.
The contact center technology "first identifies the caller and then routes them to the most appropriate agent depending on whether they are a car dealer or consumer," according to IPscape. "For callers it means they spend less time waiting on hold."
Earlier this month, emergency management company Dynamiq opted to utilize IPscape's cloud contact center technology due to the service’s reliability. Laithwaites Wine People has also adopted the cloud call center technology, as have AAPT, NBN Co, Teleperformance, Localist (New Zealand Post) and Lend Lease.