Mercer Australia extends contract with QPC Australia until 2024

QPC Australia, a specialist contact centre services and solutions company, have been providing Contact Centre Customer Experience Services to Mercer Australia since 2015. QPC Australia were selected to continue with the Mercer Australia’s contract running on Genesys™ PureConnect™

Mercer, a global leader in redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being, will continue its partnership with QPC to supply support and services to the Contact Centre Operations throughout Australia.  Mercer’s contact centre handles over 1 million calls and 60,000 email interactions annually through  Genesys™ PureConnect™ and is serviced by more than 400 agents.

As part of the renewed contract arrangements, QPC Australia undertook an infrastructure upgrade project to support Mercer’s continued growth and to ensure the infrastructure underpinning Genesys™ PureConnect™ can continue to operate in the highly available 24×7 supportable environment.

“We use industry-leading and member-driven technology to deliver a great member experience. The PureConnect™ platform implemented by QPC enables us to meet our members’ needs with its all-in-one communications, collaboration and contact centre functionality, including its call recording, rich analytics, ability to scale to meet peak demands, intuitive interface and support for workforce skills optimisation,” said Aaron Lochrie, Head of Customer Experience, Mercer Australia.

“Genesys™ PureConnect™ has seamlessly integrated with Mercer’s existing Salesforce CRM system, and the functionality will also support contact centre training initiatives and ensure member enquiries are routed to the most appropriately skilled agent.” 

At the same time, Mercer deployed Teleopti (acquired by Calabrio), a customer experience intelligence company that empowers organisations to enrich human interactions, and predict staff rostering requirements. This is especially helpful by providing historical data into periods of peak demand, such as the end of financial year or after a public holiday.

We are excited to deploy this insight-driven technology and delighted to continue our partnership with QPC.

“Ultimately, Genesys™ PureConnect™ will provide our customers with a first-class experience and we’ll be better able to understand and address the needs of our members.”