Call Recording Featured Article

Workforce optimization (WFO) software is a valued asset in several workplaces because it allows for the orderly management of operations. One place where that sort of capability is needed most is in the contact center, especially now that the push for omnichannel communications is becoming more prevalent.

With agents speaking with countless customers in a day over a variety of communication outlets—phone, email, social media, etc.—it’s important to make sure that all relevant information is not only organized, but easily accessible for agents. As an added bonus, WFO software can even make customer data available to agents on their screen, in one portal, during a call. This allows for agents to have everything they need to know right in front of them, thus letting them help customers more efficiently and quickly.

The latest company to have the realization that WFO software is worth looking into is Internet service provider (ISP) MyRepublic. The company has struck a five year deal with Quality Connex, an Australian-based cloud contact center provider and system integrator.

MyRepublic offers Australian customers nbnand ADSL2+ connectivity on its network, which is optimized to deliver high performance to the home. The company currently provides high-speed broadband services to over 150,000 customers in Singapore, Indonesia, New Zealand and Australia. Thanks to the new agreement between the two companies, Quality Connex will now be able to provide full omnichannel contact center capabilities across MyRepublic sites in all of the abovementioned countries. According to the statement, “The company’s TotalCloud offering will service all four MyRepublic sites from the Australian data centers based in Sydney providing a ‘zero infrastructure footprint’ at any of the MyRepublic sites.”

Quality Connex is looking forward to the partnership and what it can do for customers in the contact center, with Sarel Roets, Quality Connex CTO, saying, “Our TotalCloud offering will provide full omni-channel 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, is looking forward to working with Quality Connex as well, saying that the company has been looking for an opportunity like this for a long time: “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 (News - Alert) rated cloud contact centre platform such as Vocalcom provides as well as a partnership with an Australian-based organization 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.”

Hopefully this pairing will give users the WFO software they need to embrace omnichannel communications and connect with customers and contact centers in any way they choose.