AAPT adopts SaaS contact centre system

After iiNet bought its consumer customer base, AAPT was forced to rethink its hodge-podge contact centre product.

After AAPT sold its infrastructure and personnel to iiNet, it left AAPT down by 300 to 400 contact centre employees. With a lower break-even point, the company wanted an efficient system.

"We didn't want to be an operator, we wanted to be a user," AAPT COO David Yuile told ZDNet Australia.

AAPT had been using a Genesys system, integrated with products from different vendors to carry out various tasks, like recording the calls.

"We knew there was a fairly significant investment in Genesys," he said.

The system not only needed technicians to update and alter, but those technicians were also being poached all the time because Genesys skills were sought after, according to Yuile.

"It's hard to find people to do it," he said. "As soon as you find people, they get poached."

AAPT looked around and decided on IPscape, a cloud-based contact centre product. It has signed up for access for 225 contact centre agents.

IPscape was an all-in-one product that did a lot of the functions he'd had to turn to multiple vendors for previously, according to Yuile. It was also good for organising details such as which regions would accept calls at which times, he said, and integrated with Salesforce and AAPT's Gmail system.

Because it was cloud-based, updates were easier than before.

Yuile wasn't concerned about contact centre information resting outside of the company. He said the company had gone through all of that when it adopted Google's Gmail system.