QPC helps leading Asia Pacific companies like Telstra and National Australia Bank to improve business performance by enabling their customer service operations to surpass their operational and strategic goals.

Our MI, contact management, workforce optimisation and capability management systems combined with education and training 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 pre-sales 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.

Solutions

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.

QPC Agent Interaction Centre
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.

QPC Contact Now^TM
Based on the award winning Oracle Contact Center Anywhere (CCA) system, with NEC IP telephony, QPC Contact Now is a hosted, highly scalable, multichannel contact management solution that will enable you to communicate more effectively and efficiently with your customers. Contact Now enables routing, queuing and distribution of phone calls, e-mail, chat, fax, and Web communications to agents anywhere in your enterprise, whether in the contact centre, a remote location or at home. It also provides interactive voice response (IVR), preview / predictive dialling and call recording so that the additional key functionality, required by advanced contact centres, is available on a single platform to unify your communication system.

What's more, because Contact Now is a hosted solution, you can get all the advanced functionality that this feature rich system has to offer on a 'per-agent per-month' lease basis to help you manage your capital expenditure better. Hosting also means that we'll also look after the system's software and hardware for you in our data centre. This removes the costs and delays typically caused by training IT staff, implementing software/hardware, keeping this up to date and carrying out essential backups and maintenance. Our expert support and professional services are also included in the package.

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.

ICMI seminars
Critical operational skills from the contact centre experts. From workforce management to performance management and coaching these fast, informative and enjoyable 1 and 2 day courses give practical ideas to improve contact centre performance.

Interactive Intelligence
As a recognised leader in IP integrated contact management by Gartner, Interactive Intelligence’s solutions are ideal for both contact centres and enterprises handling multimedia communications across single and multiple sites:

Customer Interaction Center (CIC) - IP contact management for contact centres and large enterprises.

Messaging Interaction Center (MIC) - unified communications and messaging.

Vocalite - automated service using interactive voice response (IVR) and speech recognition.

Interaction Dialer - outbound / blended dialling and campaign management.

Interaction Recorder - multimedia recording and scoring for quality management and compliance.

Interaction Optimiser - multimedia and multisite workforce management.

Interaction Director - network-based pre and post call routing ("intelligent multi-site routing").

e-FAQ - web self-service and e-mail response management (ERMS).

QPC VU-ACD
QPC VU-ACD is the Management Information system for Telstra's CustomNet service based on the Nortel DMS-100 Meridian Digital Centrex ACD. VUACD/100 is designed to provide essential real-time and historical management data and reporting to enable organisations to optimise their call handling by reducing costs whilst maintaining their service level objectives.

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.