ipSCAPE Call Centre Software

Purchasing call centre software is a significant business decision and comes with many considerations.

Below are the top 4 factors to consider before purchasing call centre software:

1. Ease of use – consider asking the solution provider for a trial to allow your agents to test and use the platform before making a financial investment. If your agents find the solution easy to use, this is a strong sign you have found the best call centre software that aligns with your business needs.
2. Implementation – The last thing you want is a ‘nightmare’ of an implementation. To ensure the implementation process is seamless, you should gauge with the call centre software provider the duration of the deployment, understand if there is an additional cost and also alleviate any concerns that daily call centre operations will be impacted.
3. Training – Check with the call centre software provider to uncover what is involved in their training process – whether it is simply training materials shared through a video, PDF or a knowledge base – or if the provider delivers training on-site. After all, any training will only help your call centre management and agents understand how to use the platform.
4. Support – Like many other technology platforms, something always tends to go wrong. Before you purchase the call centre software, make sure the ideal solution provider will be there for you to resolve any issues that may occur.

Cloud computing technology is the delivery of computing services over the internet. This cloud based solution and application can include data storage, networks, servers and software. Cloud computing offers flexibility and scalability to organisations. Organisations do not need to pay the upfront cost of owning and maintaining traditional IT infrastructure. Instead, they only pay for what they use.

The right cloud call centre software can 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 operate a cloud call centre platform
• 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
• The right call centre software will support 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 visibility into the operations of your call centre. This facilitates business leaders to make fast, proactive decisions to improve the customer experience and call centre operations

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.

Regardless of their location, supervisors have visibility of all agent statuses, they can initiate silent monitoring 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.

ipSCAPE is a true cloud-based customer experience platform that connects customers and organisations through voice, email, SMS and web chat.

Utilising cloud technology, ipSCAPE makes operating a call centre anywhere possible. With the advanced features and necessary tools required to provide a seamless customer experience are included within the contact centre platform. Standard features include:

•  Interactive Voice Response (IVR) system
• Call Recordings
• Call management tools such as Call Routing
• Outbound Diallers
• Email Integration
• SMS Operations
• Reporting & Wallboards
• Maintain Position in Queue
• Quality Assurance module

The call centre can be scaled to meet capacity when you see a spike in call volume, 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. 

Contact the team at ipSCAPE on 1300 477 227 or visit https://www.ipscape.com/contact/ to find out how to improve your call centre operations today.

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. 

In times of uncertainty, Business Continuity Planning (BCP) for your contact centre is a must. BCP ensures customer are able 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 call centre.

Features to keep your call 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