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Thursday, 22 March 2012 11:48

Carsguide.com.au deploys IPscape's cloud contact centre


Carsguide.com.au - a website for the sale of new and used cars - has implemented IPscape's cloud based contact centre services to improve the handling of phone calls enquiring about cars advertised on the site.

Carsguide is using the IPscape Agile Messaging Service (AMS), a messaging engine that works in partnership with contact centre or sales team technology platforms.

According to IPscape, "For example, the technology can automate the distribution of web-generated phone leads to a mobile sales force so customers can be contacted quickly through a channel and time of their choice. AMS also provides real time visibility of each customer interaction which means reporting is faster and more accurate."

IPscape's contact centre technology "first identifies the caller and then routes them to the most appropriate agent depending on whether they are a car dealer or consumer," IPscape says. "For callers it means they spend less time waiting on hold.

IPscape CEO, Simon Burke, said: "By tracking each call dealers receive from the website, Carsguide.com.au can now be 100 percent transparent in how it delivers value back to dealers."

He added: "With online retail growing rapidly we expect to see more businesses embrace cloud tools like Agile Messaging that allow them to track and manage online sales leads more effectively, but which don't have the million dollar price tags of more traditional solutions."

IPscape claims that its technology enables "campaign scripts [to] be reworked, sales agents reallocated and IVR systems reprogrammed all in minutes - without the lengthy delays of working through IT departments or third party providers.

"In sales or service teams using IPscape's Agile Messaging Service new customer conversations can be created in the unique drag and drop interface within hours - with no need for complex, expensive computer programming."

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