Case Study: Australian Collection Services achieves faster handling and centralized reporting with ipSCAPE

How ipSCAPE helped ACS to create efficiencies through comprehensive email and call routing

Australian Collection Services (ACS), a Sydney‑based mercantile agency specialising in debt recovery, was struggling with high volumes of phone calls and emails managed via a single phone roster and a central Outlook inbox. These manual processes gave no visibility into performance metrics like handle time and were inefficient, so ACS engaged ipSCAPE to provide a multichannel contact‑centre solution (inbound call routing, email routing and outbound dialler capabilities) to improve routing, reporting and scalability.

ipSCAPE implemented its all‑in‑one contact centre platform—adding inbound call routing, email templates and search, secure call recording for quality assurance, centralized dashboards and local Australian support—delivered in a cost‑effective deployment completed in days. The ipSCAPE solution provided ACS with clear visibility of daily call volumes and call outcomes, faster response times, reduced handle time, manager time savings and a lower total cost of ownership, while enabling plans for outbound campaigns and ongoing collaboration on the product roadmap.

Australian Collection Services