Wine company embraces cloud-based call centre

Stuart Corner
Wednesday, 09 November 2011 14:23

Laithwaites Wine People has implemented, in Australia, cloud-based call centre technology from IPscape to improve customer experience and commercial agility as a precursor to, potentially, deploying the IPscape service in the UK, USA and Hong Kong.
 

Laithwaites Wine People is part of the Direct Wines Group that claims to have over one million customers worldwide. In Australia the company sells wine to more than 65,000 customers, both direct and through the management of wine clubs for companies such as The Australian newspaper and Ticketmaster.

According to IPscape, "Laithwaites Wine People needed a contact management solution which was feature rich, could go live within weeks, had minimal upfront capital investment and would allow it to scale operations in line with seasonal demand.

"IPscape's unique public cloud solution has a usage based cost model with no fixed agent licences, which allows Laithwaites Wine People to vary the number of agents and software licenses on a daily basis, only paying for what it uses. The IPscape solution was the only technology in Australia which met these criteria and that also delivered an advanced feature rich solution."
 
Laithwaites' operations director, Leon Dale, said: "Whilst we knew from the start that a cloud solution would offer greater commercial agility, we have been very impressed with the innovative features and business agility provided. IPscape have also impressed us with their knowledge of the Laithwaites Wine People operation and wider technology environment. Their ability to lead the integration of the multiple technology platforms required to meet our tight implementation dates was a critical success factor in this project."
 
Sydney-based IPscape claims that its technology is "100 percent proprietary" and "alleviates issues around speed to market, flexibility, cost control, real-time insight and the real time integration of new communication channels such as social media." Clients include AAPT, NBN Co, Teleperformance, Localist (New Zealand Post) and Lend Lease.