QPC helps the Middle East and Africa's leading companies like Qtel and Wataniya to improve business performance by enabling their customer service operations to surpass their operational and strategic goals.

Our global contact centre consulting expertise, management information systems (MIS), workforce optimisation solutions and educational services have a substantial track record of reducing costs, increasing revenues and improving both customer and employee retention within contact centre and other service centre environments.


We think that customer service transformation is about more than just providing a solution. We think it's about continual improvement. Helping you define how you can positively impact the service and sales that your organisation provides through comprehensive strategic and operational consulting. Enabling you to quickly gain benefits from the solutions you choose and the changes you make through change management professional services, rapid engineering and project management. And, supporting the changes through continual training and best practice events, 24 x 7 x 365 help desks and additional consulting so you sustain benefits over time and gain maximum return from your investments.
  The QPC MIG is used to provide a single comprehensive, accurate, interrelated and accessible data resource for reporting, analysis and system integration purposes. Normally it is used by enterprises with contact routing infrastructures that are comprised of ACDs, contact routing frameworks and IVRs from a mixture of suppliers including:

• IVR and ASR - typically Nortel MPS, Genesys GVP, Cisco CVP, Aspect CSS, Avaya IR, Intervoice Omvia, Nuance and Syntellect
• ACDs and contact routing frameworks - normally from manufacturers such as Aspect, Avaya, Nortel, Siemens, Cisco and Genesys

Using the QPC Office Management Solutions, and custom built Data Collection Services, the QPC MIG can also collect data from most non voice / multimedia applications within office workflows such as email applications, CRM systems and Document Management Systems (DMS).

QPC Office Management Solutions
The QPC Office Management Solution will enable you to get individual productivity, task handle time, service level, work offered, queue size and even agent work state information from your manual work processes, workflow systems and applications within your back office.

QPC Desktop Connect - a simple way to integrate with existing systems at the desktop level, providing agent productivity and task handle time data. Desktop Connect also features additional tools to help you to understand and optimise your workflow processes, as well as easily integrate to desktop applications and enhance their functionality.

QPC Agent Activity Track (AAT) - enables agents to 'self declare' their availability to do work, the number of tasks they have completed within a period and the type of work they are doing.

QPC Work Management Centre (WMC) - typically collects arrival rate information for manual tasks, such as opening mail, via a web interface that prompts an administrator to input how many tasks have been completed within the previous period. Additionally QPC's WMC can also integrate with third party applications, such as email servers, to collect arrival rate information.

QPC Reveal Information Communication Solutions
QPC offers several analytics, reporting and display solutions that work with the QPC MIG to deliver critical information how, where and when you want it:
QPC Reveal - Reporting - Comprehensive historical and real-time reporting for users at all levels in the contact centre including agents, team leaders, managers and for those in specialist roles like contact traffic management.

QPC Reveal - Analytics - Innovative 'ready to use' & bespoke reporting applications for analysts. Built using the QlikView Business Intelligence (BI) solution these applications give incisive operational need driven insight into contact centre operations. These applications can be viewed through the QPC Reveal Reporting portal or used as stand alone QlikView applications.

QPC Reveal - TV - Provides impactful and meaningful information to enable better communication within community spaces using wallboards and dot matrix displays.

QPC Reveal - Mobile - Gives access to time critical management information from anywhere in the world via a PC or mobile phone.

ICMI contact centre career training
Critical operational skills from the contact centre experts. From workforce management to performance management and coaching these fast, informative and enjoyable between 1 and 4 day courses give practical ideas to improve contact centre performance.

CIAC Certification
These globally recognised certifications give organisations the reassurance that personnel have the skills they need to deliver efficient and exceptional contact centre customer service, and, support individual's career paths with a credible qualification.

We supply leading workforce management solutions to match agent supply to call demand and deploy valuable resources to reduce costs and improve customer service. Our solutions are available as hosted and managed services as well as traditional customer premises equipment (CPE) deployments.

Multimedia - maximise productivity and manage service levels better by managing all forms of contact from voice calls to emails, letters and faxes.

Multiskill - manage resources with skill types to leverage skills based routing investments, improving customer service through first call resolution within service level constraints and gaining multiskill efficiency.

Multisite - single server architecture to reduce costs and enable the virtual contact centre enterprise.

Holiday and Vacation planning - automate the holiday booking and administration process to reduce costs and manage resource more effectively.

Real-time adherence - gain an up to the minute understanding of individual productivity to manage resources better.

Scheduling with ACD rules simulation - align your resources with your ACD routing to develop the best routing logic for your business and resource constraints.

Integration - use and distribute data quickly and easily across your enterprise.

KnoahSoft's Harmony Suite
KnoahSoft's Harmony Suite from QPC helps businesses improve customer satisfaction and increase operational awareness by providing formal and informal IP-based contact centres with a low-cost, modular, web-based solution. Built for VoIP from the ground up, Harmony supports call recording, quality and performance management needs and initiatives.

KnoahSoft's Harmony Suite is available in the following packages to best meet your specific requirements.

Harmony Standard Edition 2.0 - Harmony Standard Edition comes complete with the required tools, functionality, and features organisations need to ensure that agent/customer interactions are recorded and that they meet the highest standards of service and care.

The Standard Edition includes;
- call recording with screen capture
- web-based dashboard
- silent monitoring
- the ability to produce numerous reports with the included custom report builder

Harmony Contact Centre Edition 2.0 - The Contact Centre Edition provides customers with a comprehensive and powerful set of Harmony tools to give a total view of the contact centre. It expands on the powerful capabilities of Harmony Standard Edition by adding the 'Evaluate' and 'Analyse' modules.

Harmony Enterprise Edition 2.0 - Harmony Enterprise Edition provides customers with all the tools required to improve customer satisfaction and improve operation awareness. The Enterprise Edition builds upon the features and functions of the Contact centre Edition by including coaching, eLearning and surveying application modules.

Autonomy etalk Qfiniti
Recognised by Gartner and Frost & Sullivan as a market leader in contact centre quality management Qfiniti provides call / screen recording for logging and quality management with customer survey, speech analysis, eLearning and agent assistance solutions. Combined the Qfiniti suite will help your organisation to ensure compliance, acquire business intelligence, measure customer satisfaction, assess the quality of interactions and develop individuals to improve contact centre sales and service performance.

Qfiniti Observe - interaction recording featuring telephone recording and call logging with business rules (CTI) and screen capture for quality monitoring and compliance logging.

Qfiniti Advise - works with Observe to streamline the assessment process using call handling guidelines and improve the precision of quality measurement processes.

Qfiniti Observe EasyLink - use customer service applications to start / stop recording, attach data and re-classify recordings, quickly and easily.

Qfiniti Survey - post call IVR surveys to measure customer satisfaction, these can be linked to call recording assessments to give agents feedback on customers' views and ensure internal quality measures are aligned to drive customer satisfaction.

Qfiniti Explore - speech analytics to automatically understand the content of recorded calls and improve quality, compliance, business processes, sales and marketing.

Qfiniti Expert - eLearning to allow tutors to assign, and agents to learn, at their workstations. Optimises development costs by reducing the need for costly trainers and the time wasted by moving personnel to and from classrooms.

Qfiniti Assist - interaction assistance enabling faster and more effective service and sales by giving agents quick accurate access to the information they need during customer interactions.

Qfiniti JASS - automated agent screening to reduce the cost of finding the best agents to hire.

Qfiniti Introspect - desktop activity monitoring to see what applications agents are using on their desktops and optimise workflows to reduce wasted time.

Séntrel - skills management - brings together contact centre assessment, development and deployment technologies and processes to align workforce skills and competencies with business objectives.

Séntrel - learning management (LMS) - allows training managers to deploy classroom, mentoring, eLearning and virtual class resources to close skill gaps as well as manage content and analyse results from assessments.

Séntrel - virtual class - allows tutor-agent interaction through videoconferencing to teach complex subjects without losing training time by having to move agents to and from classrooms.

eLearning creation applications - for quick development of effective AICC and SCORM compliant multimedia training content for Séntrel- learning management and virtual class or any other LMS:

• Adobe Captivate - quickly build simulations of agents' desktop applications to train new users and speed the introduction of new systems and processes.
• Adobe Presenter - easy content creation by turning Microsoft PowerPoint presentations into engaging interactive training courses with assessments.

eLearning training content - bespoke and ready made multimedia training to improve individual performance and achieve business goals from increased sales to improved customer service.

QPC's Integration Layer (QIL) applications make it easy to share information and integrate solutions. This will enable you to quickly integrate new systems, make the most of legacy IT assets, create processes that leverage additional value from technology investments and reduce cost of operation by removing duplicated manual data entry. Within the contact centre QIL applications typically allow systems such as workforce management, quality monitoring, learning management, skills management, ACDs, contact routing frameworks, CRM, ERP and HCM to work together and share data.

QPC provides 2 different types of training and development services that will offer real benefits for your employees, your business and your customers alike:

BTEC Career Path - a 4 stage training and development programme that provides structured career development for those working within contact centres and customer services, from the point at which they join right through to being a manager.

QPC Results - improvement programmes targeted at sales, service and workforce management to dramatically increase the performance of your people - fast.

QPC provides expert consulting services to enable you to make better people, process and technology changes to align your contact handling organisation to both your operational and strategic objectives:

Strategy Realisation Consulting - Realisation consulting is intended for those who want to explore different ways to achieve their strategic objectives through macro changes to people, process and technology, and execute these plans successfully. Examples of Realisation Consulting include improving service through virtualisation, reducing costs through automated service and improving sales by migrating processes to new contact centres.

Strategy Realisation Consulting is led by Adrian Wilkinson, former head of TCC Global that was acquired by QPC recently. The new service is based on TCC's proven Elitium™ mathematical modelling software and VIABLE™ consulting methodology which have been used successfully by many of the world's leading customer service organisations to improve their businesses.

Operational Consulting - Operational consulting is intended for those who have already selected operational areas and business objectives that they would like to focus on. For example, improving performance through training and development, reducing costs with better resource planning or improving customer satisfaction with quality monitoring. Operational consulting can also help you explore the cost and service implications of changes to a number of operational areas at the same time so you can compare the likely outcomes and choose where to focus your improvement efforts.