Case Study: Financial Advice Association Australia achieves optimised, future-proof membership engagement with ipSCAPE

How ipSCAPE helped the FAAA to optimise and future-proof their membership communications

The Financial Advice Association Australia (FAAA), the professional association for financial advisers formed in 2023, needed a modern, reliable way to manage member communications and future-proof its contact centre. FAAA engaged ipSCAPE to address challenges including phone-based member support, easily editable IVR, an outbound dialler for membership renewals, greater visibility of team performance, and interoperability with a new CRM.

ipSCAPE delivered a scalable cloud contact centre with IVR routing, Microsoft-powered Virtual Agent Voice (allowing IVR updates in minutes), number hosting with triple-carrier redundancy, an outbound dialler that optimises renewal campaigns so agents spend more time talking to members, real-time reporting and wallboards, secure Azure-hosted remote work, and CTI for Salesforce. As a result, FAAA gained faster IVR changes, improved contact efficiency during peak renewal months, continuous uptime and clearer performance visibility, supported by ongoing ipSCAPE advisory and support.

Financial Advice Association Australia

Lindy Chapman

Member Services Manager