ipSCAPE Cloud Contact Center
ipSCAPE Cloud Contact Centre and Business Communication Technology
ipSCAPE contact center is a cloud-based business communication and customer experience technology that is feature rich, highly scalable and offers powerful integration capabilities.
Our contact centre technology helps businesses connect with their customers through multi-channel communications including Voice, Web Chat, Email, SMS, IVR, and other emerging channels to improve customer experience, increase employee productivity, and maximise sales revenue.
ipSCAPE is a Microsoft partner and is one of the first Australian contact centre technology platforms to be hosted on Microsoft Azure, providing unparalleled capacity, security and performance while seamlessly integrating with numerous Microsoft products.
Integration options are also available with pre-built adaptors for CRMs such as Microsoft Dynamics as well as Business Intelligence applications such as Power BI to enhance strategic insights and customer engagement.
Various connectivity options are also available including through Microsoft Teams, creating more predictability around costs while also streamlining communications between the contact centre and back office staff to achieve a ‘Collaborative Contact Centre’.
Use ipSCAPE Cloud Contact Centre to:Improving Contact Rates – Use the ipSCAPE Outbound Dialler to increase contact rates with options such as a Progressive, Preview and Predictive dialler
Increasing Productivity – ipSCAPE can integrate CRMs such as Microsoft Dynamics; reducing administration for employees. This makes logging calls, linking recordings, searching for and updating information an easy process. Single Sign-on using Microsoft Active Directory can be used by agents for security and to improve the user experience
Easier Lead Management – Manage lead lists and gain visibility of lead quality to increase contact rates. ipSCAPE also leverages the Microsoft API Gateway to help create an abundance of integration capabilities
Route Customers Effectively – Create flexible call routing workflows and call-backs to service customer needs through our Intelligent IVR and ACD technology
Monitor Call and Service volumes – Call recordings are securely stored using Azure Blob, with infinite capacity and unparalleled security
Enable Self-Service – Connect any Web Service with your IVR to dynamically serve information such as account balances. Virtual Agent Voice is based on advanced text to speech capabilities built using Microsoft Azure Cognitive Services.