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IPscape (News - Alert) is improving customer experience and commercial agility for Laithwaites Wine People in Australia. The Sydney-based company has delivered its cloud-based call center technology to Laithwaites Wine People, part of the Direct Wines Group – an organization with more than 1 million customers globally.

Following this successful deployment IPscape will set its eyes on the U.K., USA and Hong Kong markets. The company noted that its technology is 100 percent proprietary and  has been designed to alleviate issues around speed to market, flexibility, cost control, real-time insight and the real time integration of new communication channels such as social media.

The company has served many clients including AAPT, NBN Co, Teleperformance (News - Alert), Localist (New Zealand Post) and Lend Lease. For Laithwaites Wine People, IPscape has delivered a contact management solution which is feature rich and has gone live within weeks.

Also, the solution had minimal upfront capital investment and would allow Laithwaites Wine People to scale operations in line with seasonal demand.

“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,” said Laithwaites’ operations director, Leon Dale. “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.”

IPscape’s public cloud solution has a usage based cost model with no fixed agent licenses. This model allows Laithwaites Wine People to only pay for what it uses and save dollars that can be used for other purpose.