"ipSCAPE just works. It is reliable, has the functionality I need and provides unbeatable support." - Julian Harris, Executive Director People & Customer
1. The Business
Peak Services is a profit-for-purpose enterprise, wholly owned by the Local Government Association of Queensland (LGAQ). Operating 24/7 over 365 days a year, Peak Services provide specialist services to local councils across Queensland, Australia. Peak Services enable local councils to outsource their customer service operations to cater for out-of-office hours and provide overflow support during emergency disaster periods.
2. The Challenge
Peak Services previously used a legacy contact centre solution that was cumbersome, unreliable and was not supported adequately. Being required to ramp up support at any time and handle sensitive customer interactions on behalf of the councils they represent, Peak Services needed to go to market in search for a stable and intuitive cloud contact centre platform.
Serving over 30 councils, it is vital for Peak Services to utilise an easy-to-use solution that facilitates management to quickly create new campaigns in order to service real people affected by unforeseen circumstances i.e. a natural disaster. Peak Services needed a solution that would provide them with visibility into key reporting metrics such as call volumes and Grade of Service. To improve operational efficiencies, Peak Services required the ability to integrate their new contact centre solution with their CRM and billing platform, Salesforce.
3. The Solution
ipSCAPE’s cloud contact centre technology provides Peak Services with the flexibility to create and configure each client’s contact centre environment from a single interface. This functionality enables Peak Services to customise each campaign to suit their client’s business needs and preferences. To ensure Peak Services agents accurately represent each client, agents are presented with a ‘whisper’, indicating which council the caller is expecting to speak with.
Peak Services significantly reduced their agents’ administration time by over 15% through integrating ipSCAPE’s contact centre solution into their Salesforce instance. Using ipSCAPE’s reporting module, Peak Services is able to provide their clients with transparency across all activity and also highlight opportunities for performance improvements.
4. The Benefits
- Flexibility to manage multiple clients
- Detailed reporting
- Sophisticated inbound calling capabilities
- Integration with Salesforce
- Easily create and adjust campaigns to meet client needs