Call Centre Software

SCAPE is an omnichannel cloud call centre solution that caters for your inbound and outbound communication needs. SCAPE can help your business personalise communications, serve customers through their preferred channel and create memorable customer experiences.

Powerful Australian call centre software your team can access from anywhere

Full-feature cloud call centre software that is designed to be intuitive. SCAPE helps you increase employee productivity and maximise sales conversion.

Feature Rich

A multi-channel call centre technology solution that contains all the features you need to effectively manage customer interactions. Intelligent IVR functionality to serve and route customers and AI-based dialler technology to increase sales

Scalability and Performance

Australian Call Centre software that scales with your business. Create new users easily, seamlessly optimise campaigns for success and access powerful live reports and wallboards to measure call centre performance

Enable Remote Work

SCAPE is a cloud based platform that enables your Call Centre team to work remotely. Agents just need an internet browser and a headset to make outbound and receive incoming calls. Manager are able to see metrics and agent availability

“When customers experience exceptional service, 77% of them would recommend the company
to a friend.”

The Only Solution you NEED

Powerful capabilities - Integrated

Uncover strategic insights through data visualisation

Speech Analytics and a native call recording solution provides your organisation with the ability to detect the presence of certain language to signal various performance indicators such as agent quality and customer satisfaction.

Our ready to use speech analytics models removes the need for domain-specific tuning, enables faster value realisation, lowers risk and dramatically reduces the complexity of deploying post-call analytics.

Features

  • Enterprise-grade speech-to-text, pre-tuned for accents, multi-language calls, and noisy audio

  • Pre-configured Listener (AI) modules for QA, coaching, compliance, and sales effectiveness

  • Language-agnostic emotion scoring for both agents and callers (stress, confidence, engagement)

  • Metadata ingestion pipelines, seamless transfer of data from SCAPE call centre software

  • Regional cloud hosting with SOC 2, ISO 27001, and PII controls

  • Agent coaching & performance management using emotion, resolution, and objection handling metrics

  • CX & Compliance improvement via structured QA scores and behaviour tagging

  • Proactive workforce support, using emotion scoring (e.g. stress, disengagement) to detect burnout and enable manager intervention

Inbound and Outbound Solution
For Your Call Centre

An all-in-one cloud call centre solution that has the essential features for your sales teams to conduct revenue-driven outreach programs, enable your customer service teams to provide phone support and create exceptional customer experiences.

Create exceptional customer service experiences

Ensure customer queries are handled by the most appropriate agent, creating a seamless customer experience. SCAPE’s call centre software can improve your service quality and agent performance through features such as:

Intelligent IVR builder

with smart routing options for customer calls and the ability to create self-service options to reduce cost–to–serve

automatically route incoming calls to the most appropriate agent or department, based on predefined workflows and rules. ACD technology improves customer experience by minimising wait times and ensuring calls are handled by the right person with the right skills, improving crucial call centre metrics such a handle time and first time call resolution rates. 

Customer conversations can happen on any channel, whether its across Voice, Email, SMS, Web Chat or on Social Media platforms

such as ServiceNow, Zendesk, Zoho, Salesforce Service Cloud and Freshdesk. Automate the updating of records with call centre information such as time of call, call length, AI call summarisation and a link to the call recording

CTI adaptors – allow click‑to‑dial, screen‑pop of customer records, and one‑click case creation right from your CRM system

Webhooks and Triggers – for automation of business processes (e.g., escalations, post‑call surveys) automatically in your CRM

  • PCI DSS Level 1 certified for secure payment collection via PaySCAPE, ensuring cardholder data is never exposed to agents or call recordings
  • ISO 27001 certified data centers, with end‑to‑end encryption (TLS 1.2+) on all media and signaling
  • Role‑based access control (RBAC) and single sign‑on (SSO) integration via SAML/OAuth through tools such as Microsoft Entra ID

automates and standardises user lifecycle management across applications for easier provisioning and onboarding of employees. SCAPE leverages SCIM provides such as OKTA to enable large call centres to achieve security and efficiently manage users

SCAPE provides audit logs of changes and also provides call recording storage management tools that support GDPR, HIPAA and other regional data‑privacy regulations

Engage prospective customers

SCAPE offers a comprehensive outbound solution that enables businesses to create personalised experiences with their customers. Whether your Outbound call centre specialises in collections, fundraising or sales – SCAPE can support your business goals. 
 
SCAPE's Outbound functionality includes:
Leads management tool

The Leads management tool streamlines the process to upload lead lists using CSV or APIs for automation

The scripting module can be integrated with other business technology and tools enabling agents to create tailored customer experiences, with forms to capture data

PaySCAPE is a PCI compliant payment solution that maintains voice connectivity for agent guided experiences that increase payment completion rates

Access to four outbound dialler modes including Predictive, Preview, Progressive and Power with optimisation tools such as answering Machine Detection, Time-zone restrictions

CTI adaptors provide telephony in leading CRMs such as Salesforce and Microsoft Dynamics. This enables call centre agents to visualise customer data and better personalise customer conversations.

Quick and easy onboarding experience

We have experts who have years of experience to assist you onboard with ease with our 7 stage implementation process

Terms are outlined and agreed before a formal contract is issued to the client to sign. Once signed, introductions will be made to IPscape team members who will work closely with the client to ensure success including the implementation team, project manager (if required) and the Account Manager that will be allocated for on-going success and engagement

A discovery session is conducted to scope requirements and answer any questions. The step ensures that client expectations and preferences are all documented. We will also understand timelines and requirements for deliverables, milestones and resource allocations.

The technical team moves into a design phase that satisfies all discussed requirements in order to create a solution that outlines existing technology such as the phone system. Documents outlining the solution design are shared with the client for sign-off.

A SCAPE instance is created and configured according to the client’s design solution. The client is introduced to the client care team the designated Account Manager and the Helpdesk team.

Training is tailored to the client’s desired outcome. Once a structure has been established, in-depth training is provided to the client by a team of experts to ensure they are equipped with the knowledge to use SCAPE to its full capacity. A customised training guide will also be provided, outlining all workflows that have been created and detailed information about he channels provisioned in the client's call centre solution

Our team will ensure a smooth call centre implementation and will be present on the Go Live day to provide support and assistance as required to ensure your inbound call centre solution or outbound call centre solution runs exactly as you need it. At this point, the client will be ready to use the call centre software and all workflows would have been built, tested and implemented live.

Local Support and Account Management is available to ensure you are maximising the value from your cloud call centre software and help you with workflows that improve loyalty and customer relationships. You will also gain access to our Knowledge Hub with step by step details of how to use features and capabilities of your SCAPE call centre software. Clients are also invited to participate in annual Voice of Customer (VOC) surveys and Strategic Business Reviews where further engagement regarding the IPscape Roadmap and upcoming innovations are discussed, We also encourage clients to share their own strategic objectives for the coming 12 months to ensure alignment with our priorities.

First Australian Call Centre Software built on Microsoft Azure

Azure transparent
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Looking to transform your Call Centre operations?

Contact IPscape to discover how our call centre software can help your business

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Common Questions

Frequent Asked Questions

Call centre software solutions enable businesses to better manage communications with their customers. In addition to using a call centre solution for inbound and outbound calling, call centre agents can also manage customer interactions across the communication channels of Email, Web Chat, SMS and Social Media. Investing in call centre software that can help your business increase customer satisfaction, drive sales and improve operational efficiencies.

Purchasing call centre software is a significant business decision and comes with many considerations.
Below are the top 4 factors to consider before purchasing call centre software:

  1. Ease of use – consider asking the solution provider for a trial to allow your agents to test and use the platform before making a financial investment. If your agents find the solution easy to use, this is a strong sign you have found the best call centre software that aligns with your business needs.

  2. Implementation – The last thing you want is a ‘nightmare’ of an implementation. To ensure the implementation process is seamless, you should gauge with the call centre software provider the duration of the deployment, understand if there is an additional cost and also alleviate any concerns that daily call centre operations will be impacted.

  3. Training – Check the technology partner to uncover what is involved in their training process – whether it is simply training materials shared through a video, PDF or a knowledge base – or if the provider delivers training on-site. After all, any training will only help your call centre management and agents understand how to use the platform.

  4. Support – Like many other technology platforms, something always tends to go wrong. Before you purchase the call centre software, make sure the ideal solution provider will provide better customer support and be there for you to resolve any issues that may occur.

Cloud computing technology is the delivery of computing services over the internet. This cloud based solution and application 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.

The right cloud call centre software can 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 operate a cloud call centre platform

  • 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

  • The right call centre software will support 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 visibility into the operations of your call centre. This facilitates business leaders to make fast, proactive decisions to improve the customer experience through data-driven decisions

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.
Regardless of their location, supervisors have visibility of all agent statuses, they can initiate silent monitoring or join calls if required.
Technology integrations such as CRMs, workforce management tools and business analytics provide additional tools to agents so they are able to see customer information that enables them to create personalised interactions. Furthermore, sophisticated integration can be achieved through IPscape's library of open APIs to 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.

SCAPE is a true cloud-based customer experience platform that connects customers and organisations through voice, email, SMS and web chat.
Utilising cloud technology, SCAPE makes operating a call centre anywhere possible. With the advanced features and necessary tools required to provide a seamless customer experience are included within the contact centre platform. Standard features include:

  • Interactive Voice Response (IVR) systems

  • Call management tools such as Call Routing and Call Queues

  • Outbound Diallers

  • Email Integration

  • SMS Operations

  • Reporting & Wallboards

  • Maintain Position in Queue

  • Quality Assurance module

  • Call Monitoring

  • Call Forwarding

The call centre can be scaled to meet capacity when you see a spike in call volume, 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.

Contact the team at IPscape on 1300 477 227 or visit https://www.ipscape.com/contact/ to find out how you can enhance your operations with our leading call centre software.