Call Centre Software
SCAPE is an omnichannel cloud call centre solution built for your inbound and outbound communication needs. SCAPE helps 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 designed to be intuitive. SCAPE helps you increase employee productivity and maximise sales conversion.
When Customers Experience Exceptional Service, They Recommend You
When customers experience exceptional service, they're far more likely to recommend the company to a friend.
The Only Solution You Need
Powerful Capabilities — Integrated
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Provide omnichannel contact centre and customer communications: Engage with your customers across multiple channels including Voice, Email, SMS, Web Chat and Social Media.
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Create a single view of the customer: Advanced integration capabilities with leading ticket management and CRM systems such as Microsoft Dynamics, ServiceNow, Salesforce and Zendesk.
Uncover Strategic Insights Through Data Visualisation
Speech Analytics and a native call recording solution provide 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 remove the need for domain-specific tuning, enable faster value realisation, lower risk, and dramatically reduce 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
Benefits
Agent coaching and performance management using emotion, resolution, and objection handling metrics
CX and 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.
Automatic Call Distribution (ACD)
Automatically routes 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 as handle time and first-time call resolution rates.
Multiple communication channels
Customer conversations can happen on any channel, whether across Voice, Email, SMS, Web Chat or Social Media platforms.
Integration with customer ticket management solutions
Such as ServiceNow, Zendesk, and Salesforce Service Cloud. 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
Security & compliance
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 centres, with end-to-end encryption (TLS 1.2+) on all media and signalling
Role-based access control (RBAC) and single sign-on (SSO) integration via SAML/OAuth through tools such as Microsoft Entra ID
System for Cross-domain Identity Management (SCIM)
Automates and standardises user lifecycle management across applications for easier provisioning and onboarding of employees. SCAPE leverages SCIM providers such as OKTA to enable large call centres to achieve security and efficiently manage users.
Audit trails & real-time monitoring
SCAPE provides audit logs of changes and call recording storage management tools that support the Privacy Act 1988 and other Australian data-privacy requirements.
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.
Personalised scripting module
The scripting module can be integrated with other business technology and tools, enabling agents to create tailored customer experiences with forms to capture data.
PCI-compliant payment solution
PaySCAPE is a PCI-compliant payment solution that maintains voice connectivity for agent-guided experiences that increase payment completion rates.
Industry-leading dialler
Access to four outbound dialler modes including Predictive, Preview, Progressive and Power, with optimisation tools such as Answering Machine Detection and time-zone restrictions.
CRM integration
CTI adaptors provide telephony in leading CRMs such as Salesforce, ServiceNow, Zendesk 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 allocated for ongoing engagement.
A discovery session is conducted to scope requirements and answer any questions. This step ensures 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 to create a solution that accounts for 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 by a team of experts to ensure the client is equipped to use SCAPE to its full capacity. A customised training guide is also provided, outlining all workflows and channels provisioned in the client's solution.
Our team ensures a smooth call centre implementation and is present on the Go Live day to provide support, ensuring your inbound or outbound call centre solution runs exactly as needed.
Local support and account management is available to ensure you're maximising value from your cloud call centre software, with access to our Knowledge Hub, annual Voice of Customer surveys, and Strategic Business Reviews.
First Australian Call Centre Software Built on Microsoft Azure
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Looking to Transform Your Call Centre Operations?
Contact IPscape to discover how our call centre software can help your business.
Frequently 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:
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.
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.
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.
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.