In the highly competitive arena of customer experience solutions, sustainable growth is no longer a matter of simply selling a good product but of building a comprehensive, integrated ecosystem that anticipates and solves complex business challenges. Exemplifying this modern approach, contact center service provider QPC Australia is executing a multi-faceted strategic plan to accelerate its growth and solidify its market leadership. This strategy is anchored by two core pillars: the recent, value-adding acquisition of a managed service provider and the deepening of its long-standing, award-winning partnership with customer experience technology leader Genesys. By integrating these elements, QPC aims to broaden its service portfolio, enhance customer value, and proactively navigate major industry shifts, including the pervasive influence of artificial intelligence.
A Dual-Pronged Strategy for Market Leadership
Growth Through Strategic Acquisition
A foundational element of QPC’s recent expansion strategy was its acquisition of the managed service provider HyperSpike in May of the previous year, a move designed to vertically integrate critical infrastructure services into its core offerings. The primary objective was to enhance QPC’s suite of customer experience solutions by incorporating HyperSpike’s specialized expertise in delivering and managing business-critical voice, telecommunications, and network services. According to QPC’s commercial director, Pete Levine, the integration process was remarkably seamless, a success largely attributed to a robust five-year relationship that existed prior to the acquisition. During that time, QPC had already been contracting HyperSpike’s services for its own clients, establishing a proven track record of collaboration and ensuring a strong cultural and operational alignment from the outset. This pre-existing synergy minimized disruption and allowed the combined entity to focus immediately on generating new value for its customer base rather than navigating internal integration challenges.
Following the acquisition, HyperSpike has maintained its operational identity, staff, and founder, ensuring continuity while leveraging QPC’s scale to fuel its own growth. The immediate strategic priority for QPC is to drive cross-selling opportunities by encouraging its large, existing customer base to consolidate their services and utilize the newly integrated HyperSpike for their telecommunications and networking needs. This creates a more comprehensive and sticky offering for current clients while also providing a more compelling entry point for new customers. The strategy is to onboard new clients with foundational telco, network, and infrastructure services, and then progressively upsell them to higher-value offerings such as advanced contact center solutions, back-office optimizations, and Microsoft Teams integrations. Furthermore, Levine has confirmed that this is not a one-off event; QPC is in ongoing conversations for future acquisitions, signaling a sustained strategy of growth through the strategic purchase of complementary partner companies.
Deepening a Core Technology Partnership
The second, equally vital pillar of QPC’s strategy is its profound and enduring relationship with Genesys, which has been the primary engine of its growth for over a decade. The partnership, which began around 2011, has culminated in QPC managing a substantial portfolio of over 100 Genesys cloud customers. This long history includes QPC’s status as a major partner for Interactive Intelligence, where it held the largest on-premises customer base before Genesys acquired the company in 2016. Since that pivotal acquisition, QPC has been instrumental in migrating these legacy clients to modern, cloud-based Genesys solutions, a complex undertaking that has showcased the company’s deep technical expertise and unwavering commitment to the platform. This loyalty is rooted in the belief that Genesys has consistently stayed ahead of the curve in a rapidly evolving market, effectively meeting the demands of both QPC’s clients and their end-customers, thus validating the strategic decision to align so closely with a single, best-in-class vendor.
The success of this long-standing partnership has been formally recognized through multiple accolades, including QPC being named the recurring Genesys Australia and New Zealand Partner of the Year, with the latest award secured in June. Levine attributes this significant win to a highly successful year in which QPC onboarded 14 new customers to the Genesys platform, a substantial increase from their typical annual average of eight to ten new clients. This achievement is a direct result of QPC’s ability to not only sell technology but to act as a trusted advisor, translating the powerful capabilities of the Genesys ecosystem into tangible business outcomes for a growing roster of clients. The consistent recognition from Genesys serves as external validation of QPC’s expertise and its critical role in expanding the vendor’s footprint across the region, cementing the symbiotic nature of their deeply integrated relationship.
Navigating Market Trends and Cementing Customer Loyalty
A Consultative Approach to Innovation and AI
As the technology landscape becomes increasingly saturated with discussions around artificial intelligence, QPC is actively distinguishing itself by adopting a pragmatic and consultative approach rather than simply capitalizing on the hype. Levine observes that while virtually every client is inquiring about AI, a significant number are fundamentally unprepared for its successful implementation. In response, QPC has adopted a foundational methodology, advising clients that before they can effectively leverage advanced AI, they must first ensure their core systems, data integrations, and personnel are fully optimized. The company actively warns against a “jump straight there” mentality, emphasizing that skipping these critical foundational steps will inevitably lead to systemic failure and a poor return on investment. This responsible guidance positions QPC not merely as a technology vendor but as a strategic partner invested in the long-term success of its clients, building trust by prioritizing sustainable results over quick, high-risk deployments.
This consultative philosophy extends beyond AI and permeates QPC’s entire customer engagement model, forming the bedrock of its business success. The company’s approach is rooted in a deep understanding of its clients’ overarching business objectives, which then informs the development of a tailored technological roadmap within the Genesys ecosystem designed to achieve those specific goals. This customer-centric mindset is a key differentiator in a crowded market, moving the conversation from product features to strategic outcomes. It is this commitment to partnership and value creation that underpins QPC’s remarkably high customer retention rates, with clients typically signing multi-year managed services contracts. By focusing on the “why” before the “what,” QPC ensures that technology solutions are implemented with a clear purpose, driving meaningful improvement and cementing its role as an indispensable advisor to its clientele.
Focus on Existing Customers and Future Growth
With an established and loyal customer base, QPC boasts exceptionally high retention, a metric reinforced by clients typically signing three- to five-year managed services contracts. Levine perceives the greatest competitive threat not from rival providers, but from the internal risk of allowing the company’s own high standards of service, knowledge, and skills to decline. This introspective focus on maintaining excellence is what he believes keeps competitors at bay. Looking ahead, while new client acquisition remains a priority, Levine emphasizes that the “more important” focus for the next 12 to 24 months is on its existing customers. The primary goal is to ensure current clients are fully aware of and utilizing the complete capabilities of their platforms and QPC’s broader service offerings. This strategy aims to unlock latent value within the current portfolio and deepen relationships, transforming satisfied customers into strategic partners who leverage the full spectrum of available technology.
QPC’s path forward was deliberately charted around these core tenets to drive deeper engagement and future growth. The acquisition of HyperSpike and the strengthened alliance with Genesys were not viewed as isolated events but as foundational pillars of a broader campaign to enhance the client ecosystem. A key tactic employed to accelerate this was the introduction of free pilots for bots, integrations, and consulting engagements, a strategy designed to lower the barrier to entry for advanced services and demonstrate tangible value upfront. The company’s leadership believed this consultative push would ignite significant expansion within its CX practice. Consequently, this strategic framework was set in motion with the defined goal of having the majority of QPC’s customers actively engaged with these forward-thinking services within the subsequent 12 months.
