Case Study: Local Government Sector achieves reliable 24/7 customer care and remote-work resilience with ipSCAPE

Local Government Sector - Customer Case Study

Local Government Sector needed a reliable contact centre solution to support its 24/7 out-of-hours customer care after experiencing poor communication and unsatisfactory service from a previous supplier. Stability and uptime were the highest priorities to ensure community services remained available across councils and time zones, so they engaged ipSCAPE’s cloud contact centre/call centre platform.

ipSCAPE built multiple campaigns and tailored call flows for different councils and timezones, provided local Australia-based support and an Account Manager, and enabled remote working via its Work From Anywhere capability. The result was reliable, easy-to-use performance that maintained seamless 24/7 operations—particularly through COVID-19—while features like live and historic reporting, call recording and quality assurance helped manage a disparate workforce; ipSCAPE’s platform targets 99.99% uptime and enterprise-grade call quality.