Aussie SaaS provider chosen at Sydney call centre

SYDNEY, AUSTRALIA: Qantas Staff Credit Union has chosen IPscape, the Australian software as a service (SaaS) contact centre provider, to revitalise its Sydney-based call centre.

The agreement includes both IPscape's pay-as-you-use contact centre and pay-if-you-use disaster recovery 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.”

QSCU has in excess of $1.5 billion in assets under management and provides financial services to over 80,000 members across Australia. Scott King, CEO at QSCU shared in a press note that 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.”