1. The Business
With a deep expertise and clear focus for delivering innovative enterprise solutions in the local government sector and beyond this organisation was looking for a contact centre solution to help support their out of hours customer care team.
They offer legal and workforce, accredited training and technical consulting services as well as out-of-hours customer service and disaster management support to local council and communities.
With the aim of improving community engagement, they provide support through:
- Social infrastructure projects: To foster a sense of community, culture and pride in local towns while also supporting councils to manage community assets.
- Community grant writing assistance: Offering multiple council and community projects support resulting in $50m in grant funding being secured for Queensland councils and their communities
- eLearning training for remote communities: providing a learning management system, to enable the training of remote council staff
2. The Challenge
The client experienced poor communication and unsatisfactory assistance from their previous supplier and were looking for a partner that could support their out of hours customer care which operated 24/7.
The highest priority was placed on stability and uptime to ensure community services were maintained in all circumstances.
3. The Solution
ipSCAPE was selected against the competition for its ease of use, full feature set, local presence and ability to provide 24/7 support.
During implementation the ipSCAPE team worked with them to create their multiple campaigns which served different local councils. Call flows were also created to cater for different timezones and opening hours.
Since implementing ipSCAPE as their call centre platform, the client has experienced reliable performance and an easy-to-use solution that exceeds expectations around support and collaboration. As well as a local Australia-based customer support team, they also have an Account manager who works with them to optimise their campaigns and provide strategic insight into industry trends.
With the unexpected events of COVID-19, the importance of Cloud Contact Centre technology became even more apparent, with the client able to seamlessly maintain operations through ipSCAPE’s work from anywhere solution.
During this period, the client was able to manage a disparate workforce with the use of features such as live and historic reporting, call recording and quality assurance modules.
4. The Benefits
Australian designed and developed
Australian cloud communications software with options for data sovereignty
Fast response times through our local support team and Account Managers
Enable remote working during unforeseen circumstances
ipSCAPE targets the platform uptime to 99.99% and provides enterprise grade call quality and a secure platform hosted on Microsoft Azure.