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Keep up-to-date with the latest contact centre industry trends.

Make the most of your CRM with Contact Centre Software

Make the most of your CRM with Contact Centre Software

CRM vs Contact Centre Software   Companies need the right tools and technologies to provide exceptional customer service that sets them apart from their competitors. Contact centre technology is a crucial tool for facilitating customer engagements and improving...

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ipSCAPE joins DTA Cloud Marketplace as a Preferred Supplier

ipSCAPE joins DTA Cloud Marketplace as a Preferred Supplier

The Federal Government’s Digital Transformation Agency (DTA) has launched its new Cloud Services Marketplace. DTA’s marketplace provides government agencies with a list of preferred suppliers for cloud consulting and cloud technology services to meet their complex...

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Call Centre vs Contact Centre: Everything You Need to Know

Call Centre vs Contact Centre: Everything You Need to Know

 Although call centres and contact centres are distinctly different, the two terms are often used interchangeably. Call centres use voice as the sole communication channel to service inbound and outbound phone calls. Alternatively, contact centres offer a range of...

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ACMA Changes to Outbound CLI

ACMA Changes to Outbound CLI

New regulatory requirements have been introduced by the Australian Communications and Media Authority (ACMA) which will apply to all voice service providers and carriers. These changes commenced from 1st April, 2021 and are currently in effect. What changes are being...

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10 Best Contact Centre Software Features

10 Best Contact Centre Software Features

When choosing Contact Centre technology solutions for your business, it may be daunting to be faced with lots of acronyms and jargon. In reality, contact centre software is easy to understand when you concentrate on the outcomes and what the technology is actually...

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How to get the most from Microsoft Teams

How to get the most from Microsoft Teams

Microsoft Teams has become an integral communication platform for many businesses, particularly at the onset of COVID-19. In November 2019, Teams announced that they had 20 million active users. This figure reached 44 million by March 2020 and skyrocketed to 75...

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Why Marketers Should Care About the IVR

Why Marketers Should Care About the IVR

Imagine this: You call an organisation; a brief moment of static silence before you hear –   “Hell–o” – the muffled, robotic voice begins to read the options.  “Press 1 for Sales, 2 for Support, 3 for Accounts”   The audio skips as the options are listed. You...

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Create a COVID-Safe Contact Centre

Create a COVID-Safe Contact Centre

Workplaces across the world have needed to adjust their policies and processes to ensure they create a COVID–safe environment for employees. The Australian government has provided guidelines for businesses to ensure they are reducing the risk of...

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