Blog

The Outbound dialler is a technology solution that enables businesses to efficiently connect with their customers. In sales-focused organisations that make a high volume of calls, a dialler is an effective tool that helps to maximise the opportunity of every potential...

Imagine this – a few weeks ago; you purchased a product online that should have arrived today. Hoping to receive an update on the delivery time, you call the organisation’s business number. You are greeted with a welcome message. You have just encountered an IVR.  An...

Customer expectations are higher than ever before. With more and more customers viewing proactive service, personalised interactions and connected experiences across digital channels as the ‘norm’, it is easy to understand why organisations are turning to technology...

CCaaS is a commonly used acronym in the Business-to-Business (B2B) industry. It stands for ‘Contact Center as a Service’ and it refers to software as a service (SaaS) - based applications that enable organisations to manage multichannel customer communications through...

Technology Automation has transformed how contact centres operate across every industry; replacing time-consuming manual processes with streamlined, automated workflows provides opportunities to boost efficiency, productivity, and customer service while reducing...

 You’ve probably heard of the acronym CX - and you may be aware it stands for ‘customer experience.’ But what exactly does CX encompass? And why is it an important consideration for a contact centre? Firstly, what do we mean by ‘CX’? CX (or customer experience) refers...

The ability to record phone calls in your call centre or contact centre can be highly beneficial for your business, from ensuring compliance, to improving agent performance and enhancing the customer experience. Call recording software is an essential tool that can be...

A relatively recent technology that allows phone calls to be made and received via the internet, VoIP (Voice over Internet Protocol) transforms how businesses communicate and their contact centres operate. Even if you’re familiar with the term ‘VoIP,’ you may want to...

In 2022, Microsoft Teams reached 270 million users, up from 145 million in the previous year. With over a million organisations using Microsoft Teams, this Unified Communications solution has become an essential tool for many businesses (Business of Apps, 2022)....

At the recent Inspire conference, Microsoft announced the launch of their ‘Digital Contact Centre’ which highlighted products and services  powered by Azure that can be used to elevate the customer experience. The great news? ipSCAPE is the easiest way for you to...

The traditional call centre is evolving. Gone are the days when the humble telephone was the sole means of communication between customers and businesses - in today’s digital world, new forms of technology are making it increasingly faster, easier, and more convenient...