Quick, reliable customer service starts with having the right Contact Centre technology
Multi-channel Cloud Contact Centre Technology
Customers like to choose how they communicate with a business. Some like email, some, the immediacy of web chat and others enjoy a conversation on the phone.
ipSCAPE provides multi-channel communication options for your business to bring your customer experience strategy to life.
Features to help you boost your customer support
Customer support is central to any organisation. Satisfy customer requests quickly and accurately with ipSCAPE.
Monitor the performance of your team in real-time. Access reports anytime, anywhere.
Enable customers to self-serve using ipSCAPE’s Intelligent IVR builder and AI tools such as Virtual Agent Voice.
Voice, Web Chat, Email and SMS capabilities are available in the ipSCAPE platform.
Sound files can prompt agents with key information, helping create more personalised interactions.
Individual service level parameters can be defined for your Service Level Agreements (SLAs) creating the best possible customer support options. If support levels drop, you can implement strategies to counter.
Live Monitoring & Coaching
Contact centre supervisors can listen to live agent calls. Agents can either be coached or supervisors can join the call. This creates the highest possible customer support levels.