AAPT has rolled out a new Cloud-based contact centre solution for its wholesale and business contact centres.
The solution, from IPscape, offers the telco real-time reporting, new communication channels, the ability to change customer campaigns on the fly and integrate with Salesforce CRM.
The AAPT deal incorporates up to 225 agents accessing the IPscape contact centre technology in the Cloud from various locations across Australia.
According to the telco’s chief operating officer, David Yuile, the adoption of IPscape follows the company’s migration to Google’s Cloud in late 2009 and was based on the belief that Cloud-based technologies were proving their ability to cut the cost of ICT sourcing.
“The days of complex, expensive legacy IT systems are numbered,” Yuille said in a statement. “Innovative, secure Cloud solutions from companies like Google and IPscape allow us to be more agile and responsive at lower cost.”
In mid 2010, AAPT said it had switched the remainder of its 1200 staff off Microsoft's Exchange collaboration platform and onto Google's rival Gmail offering after running a two-month trial of 250 staff.
The move followed a period of adoption for some aspects of Google's online platform — specifically, the search giant's Google Video and Sites applications.
“The decision for us to go Google was initially more of a challenge at the philosophical level — the idea of relinquishing ‘control’ — rather than the technical level,” Yuile said in July last year.
“The benefits of moving to Google Apps are significant — for individual users and for the company. We expect to reap considerable savings in IT costs, with minimal user support and much lower ongoing infrastructure costs.”
The 2009 migration to Google Apps was to initially provide internal video and intranet capabilities for its then 1300 staff.
AAPT became a Google enterprise search partner in early 2007.
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