QPC helps the world's leading companies like American Express, Bell Canada and Brasil Telecom to improve their business performance by enabling their customer service operations to surpass their operational and strategic goals.

Our MI, office management, screen pop / soft phone and IEX TotalView enhancement solutions combined with consulting services have a substantial track record of reducing costs, increasing revenues and improving both customer and employee retention within contact centre and other service 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).

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 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 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 - 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.

The QPC Agent Interaction Centre provides an agent screen pop with data from the QPC MIG and other systems, such as CRM, to reduce transaction handle time and improve the quality of service that agents provide.

Perimeter Technology is the world's leading provider of Management Information Systems for Centrex based ACDs. VU-ACD/100 is a Management Information System (MIS) for organisations who employ groups of individuals or devices to handle inbound and outbound telephone calls through Centrex ACD and want to answer calls as cost effectively as possible whilst meeting their service objectives.

QPC have 2 solutions to add functionality to the IEX TotalView workforce management system:

QPC Aladdin - allows you to automate the process of managing fair schedule assignment by allocating points to different work times that reflect their desirability (typically less desirable work times will have higher points associated with them). Points accrued by each agent for their times worked are used by Aladdin to automatically rank agents and update TotalView accordingly.

QPC Saly - allows you to automate the process of converting schedules, or ACD log on/off information, held in your IEX TotalView workforce management system into time worked information. This can also be combined automatically with pay rate information for the periods worked so you can make sure wage payments are correct and reduce the cost of calculating these.

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 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.

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.