Quality Connex Signs Five Year Omnichannel Contact Centre Contract with MyRepublic
Australian based cloud contact centre provider and system integrator, Quality Connex, has struck a five-year agreement with internet service provider (ISP) MyRepublic, to provide their TotalCloud contact centre solution powered by industry-leading software provider, Vocalcom.
MyRepublic was launched in 2011 in Singapore and was the first purpose-built National Broadband Network service provider providing ultra-fast internet services to Singapore, Indonesia and New Zealand.
The company now offers Australian customers nbn™ and ADSL2+ connectivity on a network that’s optimised to deliver high performance to the home. Today, MyRepublic provides high-speed broadband services to over 150, 000 customers in Singapore, Indonesia, New Zealand and Australia.
Quality Connex will be providing full omnichannel contact centre capabilities across MyRepublic sites in Australia, New Zealand, Singapore and Indonesia. The company’s TotalCloud offering will service all four MyRepublic sites from the Australian data centres based in Sydney providing a “zero infrastructure footprint” at any of the MyRepublic sites.
“This is a great win for local Australian business, and the term length of the agreement shows the commitment that MyRepublic has to the Australian market,” said Sarel Roets, Quality Connex CTO.
“Our TotalCloud offering will provide full omnichannel capabilities that will enable MyRepublic customers to interact with MyRepublic in the channel they choose, whether that be a traditional voice call, via social media or other channels.”
MyRepublic Senior Vice President of Operations, Kevin Harshaw, said the agreement will support MyRepublic with their expansion plans in Australia and the region by providing the ability to rapidly scale the number of agents as required.
“We undertook an extensive six-month evaluation process to be certain that we found a solution that could replace our existing on-premise IVR and call centre software. We wanted the stability and scalability that a Gartner rated cloud contact centre platform such as Vocalcom provides as well as a partnership with an Australian-based organisation that is agile and can support us with our expansion plans throughout the Asia Pacific region. The Vocalcom solution via Quality Connex ticked all of our boxes.
“As we look to expand the number of products we offer to our business customers we will be building our own cloud contact centre platform using Vocalcom’s software. This will allow our customers to take advantage of a highly available, omnichannel contact centre solution that can be rapidly deployed across the MyRepublic internet offering.”
About Quality Connex
Quality Connex Pty Ltd, a specialist provider of Cloud Contact Centre solutions and consulting services. We help Australian clients deliver outstanding Customer Experience with our unique omnichannel approach.
Our consulting arm focuses on delivering methodologies and frameworks that facilitates the management of agents and increases their productivity.
About Vocalcom
Vocalcom is a global provider of cloud technology which helps businesses win more customers, deliver faster, smarter service, and thrive. Loved by 550,000+ users for its innovative design and useful functionality, Vocalcom powers 3,600+ companies worldwide such as McDonald’s, Disney, and ITV, who are using Vocalcom cloud customer contact technology to improve sales performance, and offer fast, helpful customer service across every channel.
Due to the obvious financial benefits and flexibility, and the fact that regular upgrades and ongoing innovation are available without any additional burden on internal IT resources, thousands of companies worldwide are better able to focus on reducing customer effort.
Find a current list of technology suppliers for omnichannel solutions as well as Artificial Intelligence, WFM, Chatbots, Speech Analytics and more in our CX Directory >
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