RFBAQ – Rural Fire Brigade Association of Queensland will deploy Unity4′s end to end cloud based contact centre platform at its Gympie Operations centre.
The Unity4 solution will be rolled out to all of RFBAQ’s 40 dedicated fund raising staff, who generate revenue for much needed equipment, training and infrastructure to the Rural Fire Brigade community throughout Queensland. This fund-raising is achieved by running five Art Unions per year and with over 1.5 million outbound calls being made each year.
Tracy Flint, Operations Manager at RFBAQ said of the decision “As an Association that exists wholly and solely to support in excess of 1,400 Rural Fire Brigades and their 35,000 volunteers, two things are vital – generating funds, and creating relationships with organisations that have a genuine understanding of charities and their specific needs. In addressing these two vital points firstly, I anticipate the Unity4 integration with our payment gateway will significantly increase Rural Fire Brigades Association Queensland (RFBAQ) revenue and; the streamlining the system offers us will see us better able to manage labour costs. Secondly, Unity4′s experience with charities and not for profit organisations gives them a unique understanding of the idiosyncrasies, red tape and legalities they face.”
“Overall deploying the Unity4 system will allow the RFBAQ to better manage internal business change and evolving external business environments”.
The Unity4 solution will deliver all of the contact centre functionality needed by the agents including call recording, customer interaction capture, dialler management, and reporting and lottery ticket generation. It will also integrate seamlessly to the existing PCI compliant payment gateway for secure payments to be made by the public and reconciles to be made. It will also allow RFBAQ to manage its ongoing costs effectively using Unity4′s per user per month operating model rather than requiring hefty capital expenditure for equipment and maintenance.