Frequently Asked Questions

Do you have questions about cloud contact centre technology or ipSCAPE? We’ve got the answers. 

What is a Cloud Contact Centre?

A Cloud Contact Centre is a scalable customer experience tool which is hosted on an internet server. This is where all inbound and outbound communications take place. Interactions through voice, email, webchat and SMS are accessible from almost anywhere. Cloud technology provides the functionality of traditional, on-premises hardware to contact centres over the internet.

What is cloud computing technology?

Cloud computing technology is the delivery of computing services over the internet. These tools and applications 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. 

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 a multi-channel cloud contact centre?

Multi-channel capabilities in a Contact Centre enable customers to connect with a company via multiple channels – whether this is email, voice, SMS, webchat or social media. Customers can choose the way that they interact with a company and are no longer reliant on just making a telephone call.

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://ipscape.com.au/start-free-demo 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

Would you like to know more about ipSCAPE?