QPC has been handed a contract to install and manage a cloud-based customer contact service for Australian loans company Nimble.
The managed services provider will be responsible for creating a customer contact platform using Genesys PureCloud, with the intention of increasing the use of self-service contact points and reducing agent intervention.
The project, which will take around three months, comes as part of Melbourne-based Nimble’s efforts to replace its legacy IT infrastructure with cloud technology.
QPC will be tasked with creating customer service applications such as automated phone calls, social media and secure messaging contact centre tools.
“For our customers, the benefits will be in the speed of dealing with queries and having agent intervention only when required,” said Peter Stephenson, COO at Nimble. “The aim is fast, easy and secure communication.
“Being cloud-based, omnichannel and an all in one, scalable communications platform was compelling but we were also impressed with what companies were doing with PureCloud and the benefits they were achieving.”
In addition, QPC will also deploy PureCloud to create a user dashboard with a historical record of a person’s financial transaction records in a bid to speed up agent's inquiry response time.
“Our aim is to delight our customers by making borrowing simple, fast and stress-free,” added Gavin Slater, CEO at Nimble.
“As a result, we needed to upgrade our IT systems with best of breed technology and enable our contact centre staff to have the latest tools at their fingertips to support customers with both self-service functionality as well as outbound and inbound calls.”