Carsguide.com.au is deploying IPScape’s cloud contact center solution, called Agile (News - Alert) Messaging Service, which works together with contact center or sales team technology platforms to improve its handling of calls about cars that are advertised on the site.
“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,” said IPScape CEO Simon Burke of the company’s cloud contact center solution.
In many ways, Carsguide.com.au is the Kelley Blue Book of Australian car sales. Customers can determine the appropriate value for cars, learn tips about insurance and maintenance, and browse listings for both new and used vehicles.
Reviews of different cars, as well as videos and blogs, deliver both entertainment and valuable information for customers. When customers and dealers need support, they can browse through the site’s FAQs, email the site, or call a customer service representative during daytime hours. With Agile Messaging Service, the company is hoping to improve service delivery for both customers and dealers by deploying a cloud contact center for handling calls.
With IPScape’s cloud contact center technology, callers are first identified as either dealers or customers so that they can be routed to the appropriate agent. This reduces customer wait time spent on hold. In addition, the cloud contact center technology allows Carsguide.com.au to rewrite campaign scripts, reallocate sales agents and reprogram IVR systems within minutes. With cloud contact center solutions, these tasks can be done without working through an IT department or through a third-party provider.
“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,” Burke noted when asked about the AMS cloud contact center solution.
In addition to offering efficiency with telephone calls, the IPScape cloud contact center application can automate the distribution of web-generated phone leads to a mobile sales force. This ensures that customers can be contacted at the time of their choice via the channel of their choice. With the cloud contact center’s real-time visibility of each customer, reporting is both faster and more accurate.
The AMS cloud contact center solution makes delivering great customer interactions easy. “In sales or service teams using IPscape's (News - Alert) Agile Messaging Service new customer conversations can be created in the unique drag and drop interface within hours,” says the IPScape team, “with no need for complex, expensive computer programming.”