Achieve streamlined contact centre email management

Route, access and respond to contact centre customer emails more efficiently

Respond to Customer Emails Faster

Emails or completed web forms can be routed into contact centre team members to respond in a timely manner.

Customisable email templates can be created in ipSCAPE’s contact centre software to increase response rates and achieve greater messaging consistency. 

Channel Prioritisation

In a blended agent environment, call centre agents can serve customers using VoiceWeb Chat and Email channels.

The ipSCAPE solution enables call centre agents to prioritise calls over emails with inbuilt tools such as ‘save to draft’, ensuring agents can easily serve customers across multiple channels.

Automate Communications

Email campaigns can be automated to create seamless customer engagement experiences. After a call is wrapped, an email confirmation can be automatically sent to the customer. The wrap code defines the specific email that is automatically generated.

Emails can also be sent by the call centre agent when on a call, using the script.

Similarly, if an agent is busy on a call, a customer can leave a voicemail which is emailed to the agent. They can listen to the recording and respond as necessary. Web forms can be converted to email and routed to agents for faster response times.

ipSCAPE – The Only Solution
You’ll Ever Need

Use the latest cloud contact centre technology innovations to connect with your customers and create exceptional customer experiences.