QPC ‘visualises’ the future of Customer Service with over £300,000 of Government backing

Contact centre technology specialist QPC Ltd has been awarded over £300,000 of government backing to lead a ground-breaking project to deliver the next generation of visualisation tools using the company’s MIG software.

The North Wales-based company’s unique solution for contact centres is to be developed further with co-funding from Innovate UK, the UK’s innovation agency, the Government body formed to accelerate economic growth through business-led innovation.

The two-year project, in partnership with Swansea University and High Performance Computing (HPC) Wales, will focus principally on R&D and the future application of QPC MIG solution, including the development of innovative 2D and 3D real-time visualisation tools designed to improve customer experience and operational analysis. It aims to remove an organisation’s reliance on specific data analyst skills to identify and uncover the value in the data.

The project will “visualise customers’ journeys through the contact centre landscape”. In addition to creating new data exploration and data modelling tools it will identify data variation using QPC’s specialist knowledge, based on over 20 years’ experience in the contact centre industry. The aim is to deliver further improvements in operational efficiency, cost and customer experience for organisations.

QPC founder and CEO, Phil Smith, said the Innovate UK funding will help accelerate the future growth of the business.

He said: “The co-funding means we can develop and deliver the project in half the time. That’s a real boost at a critical point in the history of the company and supports our global innovation lead.

“The project is of wider significance as the technology and the output will bring a profound step change in customer contact, affecting the way thousands of people work and are managed.

“QPC has plans to develop and exploit its profile in the global contact centre industry across multiple sectors, creating a significant number of high quality jobs. I am delighted that our vision now has the support of such an influential body as Innovate UK.”

Established in 1993, QPC works with a number of blue-chip clients including Vodafone, Virgin Media, AT&T Mobility, Bell Canada, The Hartford and RSA.

Its MIG software solution tracks every facet of the customer’s journey and details of their transactions as they happen, across any technology platform and business infrastructure.

This unified, real-time reporting is translated into a Customer Experience Index, a unique metric that gives contact centres fresh insight that reveals significant opportunities for optimisation and customer service improvement.

QPCbetter data, better decisions