Technology to Power Help Desk Support
Provide your technical support team with powerful communication tools to improve the quality of service to customers
Offer Customers Multi-Channel Support
Provide your Help Desk employees with a full suite of multi-channel communication capabilities. ipSCAPE provides Help Desk and Technical support staff with tools to service customers through the phone, web chat, email or SMS.
Integration With Leading CRMs
Solve your customer’s technical support needs by integrating ipSCAPE into your Customer Relationship Management (CRM) tool.
- ipSCAPE can be incorporated into any CRM using open Javascript APIs
- Through our partnerships with leading Technology companies, pre-built CRM integrations are available through our CTI Adaptors for Salesforce, Zendesk, Dynamics and ServiceNow.
Features to help you provide exceptional technical support
Satisfy your technical support requests with ipSCAPE.
Real-time Dashboards
Real-time management dashboards enable you to track technical support campaign levels instantly and adapt as needed.
Scale Inbound Capacity Quickly
Quickly scale your technical support team when inbound calls spike by allocating more contact centre agents. Alternatively, customers can self-serve through your IVR.
Specialised Business Intelligence
Make business decisions faster by integrating your Business Intelligence analytics tools with customer facing applications.
Improve Service Levels
Create consistent technical support service levels through using scripting. Pre-configured templates and an advanced agent scripting engine are available.
Promote Self-Service
Customers can choose to receive technical support using a self-service IVR. Customers can request a call back, eliminating long queue waiting times.
Live Monitoring and Coaching
Improve technical support levels through live agent coaching. Your supervisors can listen to agent calls. Agents can either be coached or supervisors can join the call.