Contact Centre Software
Customers want to engage with businesses who understand their needs and make them feel valued.
SCAPE is an omni-channel cloud contact centre solution that can enable your business to personalise communications, serve customers through their preferred channel and create incredible customer moments.
Built for Success
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Contact centre software that helps you meet your customers expectations
Designed to be intuitive to use, SCAPE is a cloud contact centre solution your organisation can trust to help meet your customer experience objectives, provide support, increase employee productivity and maximise sales conversion
Service Recovery Paradox: Make every customer moment count
Every single customer interaction can lead to a memorable engagement that builds loyalty. This is true even when service failures occur. The Service Recovery Paradox is the phenomenon in which a customer thinks more highly of a company after they correct a problem with their service, compared to how they would perceive the company if non-faulty service had been provided.
Core Features of SCAPE Contact Centre Solution
Designed and developed in Australia, SCAPE can support your business goals and help you delight your customers. The SCAPE Cloud Contact Centre solution can help your business meet its objectives through:
Trusted by global companies
SCAPE powers the contact centres of leading organisations
Contact Centre Experiences impact business performance
Contact centres are a valuable strategic asset. All queries will pass through your contact centre, making each interaction an opportunity to delight and impress your customers. From customer service teams providing exceptional phone support that drives your customer retention objectives to creating outbound calling campaigns to accelerate sales, your contact centre can have a significant impact on your revenue goals and bottom line.
of customers will spend more with a brand if they feel appreciated
of consumers believe customer service builds brand loyalty
Source: 2020 Statista Report
of customers will recommend a brand to friends and family members based on their customer experience
of consumers still prefer human interaction even as automated solutions improve
Source: Customerthink,2020
Industry Specific Contact Centre Solutions
FinSCAPE - Security and Compliance for Financial Services
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Manage Compliance: SCAPE has an built-in Quality Assurance module that enables you to review customer calls, monitor and score agent performance
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Automate the Terms and Conditions process: Play terms and conditions and other policies as an audio file to remove the risk of human error
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Personalise Customer Interactions: CRM integration gives your agents access to valuable customer information, assisting agents to customise their engagements with customers
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Take PCI Compliant payments: PaySCAPE is a PCI DSS Compliant payment solution that enables your team to take credit payments over the phone
MarketSCAPE - Retail Customer Service Solutions
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Manage ‘Click and Collect’ communications: Customers can check the status of their orders through a virtual agent on the phone
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Automate store opening hours: Communicate store opening hours with a consistent brand voice using SCAPE’s range of Virtual Agents through your IVR
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Effectively route customers: Connect incoming calls directly to available staff at their preferred store locations
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Gain visibility into customer queries: Make better operational decisions and increase customer satisfaction with InsightSCAPE – a reporting tool that integrates with Business Intelligence (BI) tools such as Power BI, enabling you to visualise data and derive intel into the reasons behind customer queries
MediSCAPE - Healthcare Communication Systems
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Patient routing and management: Ensure patient queries are directed to support in improving the First Contact Resolution (FCR) rate. MediSCAPE can be used by Healthcare organisations to effective triage patients to the right department.
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Improve management across multiple sites: Direct calls through a single number and route according to the patient’s nearest location
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Achieve reporting transparency: Employees from various departments are able to service customers across multiple channels, while management have access to centralised reporting tools to monitor performance
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Accurately predict, roster and staff with workforce management integration: forecast call volume to ensure the number of staff you roster on meet the predicted call volume by integrating with leading workforce management solutions
GiveSCAPE - Fundraising and Nonprofit Contact Solutions
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Reduce cost to serve: Utilise a single solution to service multiple brands across voice and digital channels
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Achieve compliance objectives: Access call recordings, QA modules, speech analytics and PCI compliant payment solutions to achieve your compliance goals
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Gain reporting transparency: Leverage reporting tools and integrations with Business Intelligence (BI) applications to extract greater insights from your customer interactions
Get started
Looking to transform your contact centre operations?
Contact IPscape to discover how our contact centre software can help your business.
Common Questions
Contact Centre Software
A contact centre supports customer interactions across voice channels, email, web chat, SMS and even on social media on one platform. This technology enables organisations to improve the service experience, enhance the customer journey, improve efficiency and increase agent productivity
A contact centre is the main hub for all customer interactions that pass into a business.
Contact centre software can be utilised by customer service teams, support teams and sales departments. The primary role Contact Centre agents play is to provide customer service, phone support, technical support or sales assistance to customers.
Contact Centre software provides a platform to manage multichannel customer interactions across Phone, Web Chat, Email, SMS and Social Media. Where Call centre software solutions provided management of inbound and outbound Voice, Contact centre technology enables customer service agents to handle interactions across a variety of voice and digital channels.
A cloud contact centre is a service or sales team that uses multiple communication channels to engage with customers using an internet-based system. Cloud Contact centres utilise technology applications that are hosted on cloud infrastructure enabling users to work in a remote environment handling inbound and outbound calls, and digital interactions such as web chat, and email.
Omni-channel functionality in a contact centre refers to the ability for a customer to seamlessly switch back and forth across communication channels such as Voice, Email, SMS and Web Chat. This creates an exceptional customer experience as the contact centre agent has access to the interaction history across all touchpoints to create personalised and tailored support.
Before you start operating a contact centre, there are a few things you need to consider:
1. Determine your goals and success metrics in your contact centre
2. Understand cost and budget
3. Source the right contact centre software that will suit your needs
4. Hire and train your employees using call monitoring and QA modules
5. Ensure transparent reporting on your team’s performance
6. Foster an encouraging and supportive work culture
The primary difference between a contact centre and a call centre is that a call centre focuses on handling telephone-based communications, while contact centres allow customers to leverage other communication channels such as emails, SMS, web chat and social media to engage with businesses.
SCAPE is an Australian contact centre software platform that supports businesses around the globe to achieve their customer service and sales objectives.
We understand that each industry has its own challenges and oppotunities, and IPscape is able to meet these needs with our robust feature-set and solutions.
IPscape offers:
FinSCAPE - Secure and compliant communications for Financial Services including Advanced Speech Analytics
MarketSCAPE - Communication technology that supports the evolution of Retail commerce
MediSCAPE - Cloud contact centre software that exceeds patient expectations in Healthcare
BPO SCAPE - Scalable and flexible options for BPOs and outsourcing teams with comprehensive reporting
EduSCAPE - Multi-channel student communications and call routing for Education providers
PowerSCAPE - Self Service and automation workflows for Utiliities providers
Omnichannel Communication Management: Create memorable customer interactions. Leverage the advanced feature-set of SCAPE’s multi-channel contact centre technology to achieve your customer service and sales goals. Natively manage interactions across Inbound and Outbound voice, Live web chat, Email management for shared inboxes, SMS and WhatsApp. SCAPE's CTI Adaptors enable this technology to be seamlessly integrated with leading CRMs such as Salesforce Service Cloud, to enable a holistic view of the customer with, call centre analytics, links to recording calls, valuable insights and other customer data. Intelligent Call Routing and IVR Systems: Improve key efficiency metrics such as average call handle time, by ensuring customer are routed to the right person at the right time. Intelligent IVR Systems can improve your customer service operations by understanding who the customer is and connecting them to the agent that can best handle their request. As an example, SCAPE enables organisations in the travel industry to prioritise customer who are due to travel int he next 24 hours, it can also route financial service customer to the representative with the necessary delegations to handle their concerns.