Contact Centre Experience Technology Voice | Web Chat | Email | SMS
Customer experience is integral for business success
In a rapidly changing world, businesses need the tools and technology to enable multi-channel communications with a customer-centric approach. To achieve optimal customer experiences you need access to the latest technology with features that are easy to use.
ipSCAPE is a true cloud, feature-rich and scalable customer experience solution that offers advanced integration capabilities. The platform helps businesses connect with their customers through Voice, Web Chat, Email and SMS.
The ipSCAPE platform provides you with all the features you need to run a world-class contact centre without cumbersome upgrades and high maintenance fees.
Key Capabilities
- Feature Rich – Deliver enhanced customer engagement via ipSCAPE’s multichannel capabilities
- Total Cost of Ownership – OPEX model provides a simple pay-as-you-go license fee
- Client Care – 24/7 support – Local Australian-based support
- 100% Cloud – Enjoy remote agent access with ongoing monthly upgrades
- Open API Functionality – Connect applications easily with open and mature APIs. Pre-built CTI adaptors for native integration with Salesforce, ZenDesk and ServiceNow
- Telephony Agnostic– Leverage your existing telephony investment
How we can help your business
Reduce Costs
Lower upfront fees and pay-as-you-go OPEX model. Furthermore, there are no additional costs for upgrades.
Improve Agent Productivity
The Agent Toolbar enables agents to manage a multi-channel customer experience, whether a communication is made through Voice, Web Chat, Email, or SMS.
Enable Customer Self-Service
IVRs can be easily created and customised enabling customers to self-serve. Integrate with a Web Service to create an intelligent IVR that feeds customer information. Utilise ipSCAPE Pay to take PCI compliant payments.
Increase Sales
Outbound dialler increases contact rates by only connecting calls to agents if a customer answers, removing wait times when calls transfer to voicemail or go unanswered.
Improve Customer Experience
Create intelligent self-serve options and smart routing paths such as Maintain Position in Queue to reduce wait times and enable agents to focus on more complex tasks.
Achieve Compliance
Call Recordings, Quality Assurance modules, and features such as ‘Play Announcement’ are all included in ipSCAPE and can assist a business to be compliant with laws and regulations.
Be Flexible and Scalable
ipSCAPE is accessible anywhere and ensures business continuity. Should there be any compromise in the site, calls can be redirected to another site in minutes. A business can also scale up or down during busy periods as an agent instance can be easily created.
Achieve a Single View of Customer
ipSCAPE can be integrated with any CRM to provide a single-screen experience, boosting agent productivity.