Case Study: Peak Services achieves flexible, reliable contact centre operations with ipSCAPE

Peak Services - Customer Case Study

Peak Services, a profit-for-purpose enterprise owned by the Local Government Association of Queensland, provides 24/7 outsourced customer service support to more than 30 local councils across Queensland. With a legacy contact centre that was cumbersome, unreliable, and poorly supported, Peak Services needed a stable, intuitive cloud contact centre platform from ipSCAPE that could handle sensitive interactions, support rapid campaign setup, and deliver better visibility into call volumes and service levels.

ipSCAPE implemented its cloud contact centre technology with Salesforce integration, giving Peak Services a single interface to configure client environments, create tailored campaigns, and improve agent experience with call whispers. The results included over 15% less agent administration time, stronger reporting and transparency for council clients, and the ability to scale quickly during emergencies while maintaining reliable service and operational efficiency.

Peak Services