SaaS revitalises credit union call centre

Tuesday, 13 October, 2009

Qantas Staff Credit Union (QSCU) has used 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 service 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 expenses 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 integrates 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 agent’s 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.”

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