Business-to-business (B2B) and business-to-consumer (B2C) marketing company, Publicis Loyalty (a Publicis Group subsidiary), has deployed public Cloud software provider, IPscape’s Cloud technology to power its Australian-based contact centres, effectively adding it to the vendor’s channel as a reseller of the software.
Based in Paris, France, Publicis Group provides customer relationship management (CRM) and customer support service programmes to airlines, government agencies, and insurance companies. It business model focuses on efficient and responsive contact centre operations.
Publicis previously operated traditional on-premise technology across all its local contact centres, which required a significant outlay of capital for licences that had to be purchased in minimum bundles of 10.
The company said implementation and professional services costs were high, and ongoing changes to the technology had to be made by third party vendors, adding to cost and delay.
Publicis signed the contract with IPscape in March, and the vendor installed the software in May. According to IPscape founder and CEO, Simon Burke, said, “there are about 100 users of the solution, which is also being used by three different customers of Publicis Loyalty in the services industry.”
IPscape’s solution enables Publicis to make in-house changes in real time to reduce overall technology costs per year. The vendor claims Publicis’ campaigns are now more agile, and it is able to track performance minute by minute and scale operations seamlessly during high call volume peaks.
“IPscape’s public Cloud solution has given us greater control over our contact centre campaigns which translates into competitive advantage for us and our clients,” Publicis managing partner, Richard Switzky, said.
“In addition to the cost benefits, the solution also has greater standard functionality than our previous technology, such as call recording and a predictive dialler, and is simple and intuitive to use.”
Having added Publicis to its channel, IPscape has “become pseudo-part of Publicis’ team as experts in helping them get initial customers live,” Burke said.
“We train Publicis on how to control, change and edit the technology, and as a result they are self-sufficient. They only rely on IPscape for what we call level three support.