Create MEMORABLE customer experiences with ipSCAPE
Customers expect seamless service. Ensure that your technology can support your goals and make your customers feel valued.
ipSCAPE is a omnichannel cloud call centre solution that caters for your inbound and outbound communication needs. ipSCAPE can help your business to personalise communications, serve customers through their preferred channel and create memorable customer experiences.
Powerful Australian call centre technology your team can access from anywhere
Full-feature cloud call centre software that is designed to be intuitive to use and increases employee productivity and maximise sales conversion
Feature-rich
A full multi-channel call centre technology solution that contains all the features you need. Intelligent IVR functionality to serve and route customers and outbound features including AI-driven dialler technology to increase sales
Scalability and Performance
Australian Call Centre software that scales with your business. Create new users easily, adjust campaigns for performance and access powerful live reports and wallboards
Enable Remote Work
ipSCAPE enables your Call Centre to work remotely. Agents just need an internet browser and a headset to make and receive calls
First Australian Call Centre Software built on Microsoft Azure
Industry-leading call centre software for your inbound and outbound communication requirements
An all-in-one cloud call centre solution to efficiently respond to customer queries, ensure compliance and create exceptional customer experiences
We can help you:
- Provide Omni-channel customer communications: Engage with your customers across multiple channels including Voice, Email, SMS and Web Chat
- Create a single view of the customer: Advanced Integration capabilities with leading CRMs such as Microsoft Dynamics, ServiceNow, Salesforce and Zendesk
- Uncover strategic insights through data visualisation: ipSCAPE Insights is a high-performance database and connector to leading BI tools that can turn your historical data into valuable reports and analytics
- Achieve compliance and optimise processes: Speech Analytics and a native call recording solution provides your organisation with ability to detect the presence of certain language to signal various performance indicators such as agent quality and customer satisfaction
How We Help Our Clients To Achieve Their Goals
Building trusted partnerships with our clients
"A simple to use tool that gives us the flexibility and tools we need to create amazing customer experiences."
Operations Director APAC – Laithwaite’s Wine
A trusted partner for your communication needs now and into the future
Based in Sydney Australia, our local team takes pride in providing unparalleled customer support to our clients with some trusting ipSCAPE for over 10 years
ipSCAPE is a proud partner of:
Frequently Asked Questions
What are the advantages of a Cloud Call Centre?
Cloud Call Centres present many advantages for organisations.
- Low upfront costs and flexible pay as you go OPEX model reduces capital expenditure and makes budgeting and financial planning easier. No need to rely on expensive hardware implementations to run a contact centre
- The scalable solution enables organisations to meet demand during busy periods by scaling their contact centre up or down
- Access the latest technology with up-to-date software updates and deployments
- Call centres can now be rapidly deployed. It takes a matter of days, not months to implement new call centre technology
- Ensure business continuity and provide peace of mind knowing the call centre can be managed from anywhere, as long as agents can access a headset and internet connection
- Real-time reporting and control
What is an outbound dialler?
An outbound dialler is a cloud-based call centre technology that enables agents to make outbound calls. The technology dials a list of telephone numbers and connects agents to customers. The ipSCAPE dialler can integrate with any CRM, and there are several outbound dialler options:
- Progressive – Numbers are dialled by the dialler, only when an agent is available.
- Auto Preview – This dialler presents leads to the agent to preview the caller’s record, then auto-dials the number after a pre-defined period of time.
- Predictive – Algorithms forecast the ratio of available agents to live calls, in order to dial numbers before agents become available to optimise connect rates, talk time and agent productivity.
- Preview – Numbers, and lead details, are presented to the agent who then initiates the call. By providing agents with visibility of the customer record prior to starting the call, they have more control and better engagement opportunities
What is an Auto Attendant?
An auto attendant is a menu system that directs customers to use the telephone keypad (through DTMF tones) for identification and to route callers to the most appropriate agent to answer their query. This technology routes calls more efficiently and enables customers to self-serve.
Auto attendants can be customised with specific workflows, music, voice recordings, menus and multiple branches to suit business needs and assist customers on their journey.
Using a caller’s ID, customers can be served more personalised options, messages and information which creates a better experience for them.
What is an Interactive Voice Response (IVR)?
An Interactive Voice Response (IVR) is a menu system that directs customers to use the telephone keypad (through DTMF tones) for identification and to route callers to the most appropriate agent to answer their query. This technology routes calls more efficiently and enables customers to self-serve.
IVRs can be customised with specific workflows, music, voice recordings, menus and multiple branches to suit business needs and assist customers on their journey.
Using a caller’s ID, customers can be served more personalised options, messages and information which creates a better experience for them.
How does a remote working call centre operate?
The number of people working remotely is increasing. This is true across most business functions, including call centres.
Cloud is making it possible for organisations to operate call centres from anywhere. Minimal equipment is needed to serve customers. Agents require a reliable internet connection, access to a laptop or PC, and a phone or headset so they can make and receive calls, or they can receive calls using direct routing within Microsoft Teams.
Supervisors have visibility of all agent statuses, regardless of their location, in ipSCAPE live reports and can initiate silent monitoring, coaching sessions or join calls if required.
Technology integrations such as CRMs, workforce management tools and business analytics provide additional tools to agents. Open APIs can create seamless interoperability with other applications (Salesforce, Zendesk and ServiceNow).
In combination, organisations can successfully run a call centre remotely, without it impacting on the customer experience.
What is a CTI Adaptor?
CTI stands for Computer Telephony Integration which enables two-way communication between a computer and a telephone. CTI adaptors provide advanced integration voice capabilities for call centres within an organisation’s CRM system (Salesforce, Zendesk and ServiceNow).
An agent’s call centre toolbar, such as ipSCAPE, is embedded within the CRM and provides in-built call features, directly within the system.
How does the ipSCAPE platform work?
ipSCAPE is a true cloud-based customer experience platform that connects customers and organisations through voice, email, SMS and webchat.
Utilising cloud technology, ipSCAPE makes operating a cloud centre anywhere possible. All tools required to provide a seamless customer experience are included within the contact centre platform. Standard features include:
- IVR
- Call Recordings
- Outbound Diallers
- Email Integration
- SMS Operations
- In-depth Reporting
- Maintain Position in Queue
The contact centre can be scaled to meet capacity when call volumes spike, customers can be connected to the right agent and agents have access to the systems and information they need to provide a positive customer experience.
How do I get started with ipSCAPE?
Contact the team at ipSCAPE on 1300 477 227 or visit https://www.ipscape.com/contact/ to find out how to improve your contact centre today.
How do I contact ipSCAPE support?
ipSCAPE’s standard customer support hours are 8 am to 6 pm, Monday to Friday. Support outside of these hours will be diverted to dedicated members of the ipSCAPE support team.
Call the team on 1300 477 227 to resolve your queries quickly.
How do Phone Payments work?
ipSCAPE Pay is a solution which enables contact centre agents to take credit card payments over the telephone in a Payment Card Industry Data Security Standard (PCI DSS) compliant manner. Payments are taken whilst maintaining voice communications with the call centre agent.
The customer commences their interaction with the agent. When the customer is ready to make a payment, they enter the credit card information using the telephone keypad. The information that they input is hidden from the agent. When complete, the agent presses ‘submit’. This is then forwarded to the financial institution for approval.
Purchases are processed in real-time, so customers know straight away if the payment has been successful or not.
What is the process for setting up an IVR?
ipSCAPE’s intuitive workflow (IVR) builder allows you to quickly build workflows that interact with callers through the use of voice recordings and DTMF tones input via the caller’s keypad. A workflow can contain music, voice recordings, menus and multiple branches to assist the caller to join the correct queue. There is no limit to the number of IVR’s the business can design, build and manage.
How does Business Continuity work for a call centre?
In times of uncertainty, Business Continuity Planning (BCP) for your contact centre is a must. BCP ensures customer are abel to contact you when they need you. Whether it is a weather incident or a pandemic, it is important to have the right technology for business continuity.
From a technology and personnel perspective, having the right BCP in place can ensure the resilience of the operations of your contact centre.
Features to keep your contact centre running include:
- Emergency Response workflows for your IVR
- Play Announcement features which can easily be changed within your IVR
- Routing controls to suit your business needs, whether this is promoting self-service or routing customers to the most appropriate agent
- Work from home opportunities across the business, including your customer service team
- Reporting for monitoring and coaching
- Continuity of internal business communications through direct routing with Microsoft Teams