QPC: "We're seeing the creation of a multimodal contact centre"

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This article appeared in the February 2018 issue of CRN magazine.

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QPC: "We're seeing the creation of a multimodal contact centre"

We speak with Asia-Pacific commercial director Peter Levine.

What unified communication brands and services do you specialise in?

QPC is a Genesys Gold Partner specialising in PureCloud and PureConnect solutions, providing licences, support services and managed services, along with other complementary solutions.

When did your company first get involved in this area?

QPC has been at the forefront of contact centre innovation for more than 20 years and was originally founded in 2002, following the merger of Callscan and Quality Plus, both of which shared a common heritage in providing world-class contact centre solutions.

What certifications and credentials do you have that apply to UC and collaboration?

QPC has the largest certified and longest-serving engineering group of any Australian Genesys partner providing PureConnect and PureCloud solutions.

Have you heard about any interesting development in the enterprise UC space recently? 

We’re seeing the creation of a true multimodal contact centre, achieved by having a single platform that can manage multiple modes of communication. Through a single interface, agents can interact with customers using whichever channel they prefer to use. 

Can you tell us about a recent UC deployment you have done?

We recently worked with Collection House to replace their Cisco dialler platform with Genesys PureConnect to boost contact centre productivity and improve customer experience.

What is driving customers’ collaboration projects?

Given the effort that now goes into customer interaction, companies are finding they must ensure they make the most of every engagement. Large companies, in particular, frequently mishandle the customer opportunity because they fail to recognise that customer engagement is a responsibility that should be shared across the enterprise. It is no longer the sole province of sales and marketing.

Unified communications and collaboration is …

Critical for the customer engagement economy, where organisations today need to engage their customer at every touch point, and where the focus for innovation has shifted from improving the product offering to improving customer delight.​

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