Does your organisation require technology that provides communication channels for your employees to collaborate and connect? Do you require a phone system that can be accessed from anywhere as well as messaging functionality and enterprise telephony meetings? Is there sufficient communication tools to enable hybrid working and meeting software such as video conferencing? If the […]
Dialler technology has revolutionised the way sales teams and contact centres operate through automating and streamlining the manual task of making outbound phone calls. Today’s dialler technology solutions go far beyond simply dialling a phone number, offering a range of advanced capabilities designed to boost agent productivity, increase efficiencies and maximise sales conversions. In this […]
ipSCAPE is honoured to be recognised as a finalist at the Premier’s NSW Export Awards 2023 for ‘Advanced Technologies’. The prestigious Premier’s NSW Export Awards highlights the success of Australian exporters within the international market. The ‘Advanced Technologies’ category is based on the criteria “For outstanding international success in the field of information technology, digital […]
ipSCAPE is thrilled to announce our CEO, Fiona Boyd, was recognised as the ‘Executive Leader of the Year’ at the 2023 Women in Digital Awards. This prestigious award reflects Fiona’s outstanding commitment to driving digital transformation across Australia and within the Contact Centre as a Service (CCaaS) industry. Noted by the Women in Digital’s […]
The Privacy Act 1988 (Cth) is undergoing a significant reform. Mark Dreyfus, the Attorney-General of Australia, stated, “Australia can no longer afford to have inadequate privacy protections.” The pressing need to overhaul this legislation has stemmed from the increase in cyber-attacks and data breaches affecting millions of Australian citizens. Over half a decade, there has […]
As the central hub of customer interactions, call centres play a prominent role in shaping the customer experience. With this, call centers must harness advanced contact centre technology and leverage innovative features to improve efficiency. Efficiency is the cornerstone of success – Consider the consequences of not investing time to ensure your contact centre […]
Creating a web chat survey may feel daunting, especially if this is a new process. What questions should be included? How many questions should be included? What do I do with the results? A chat survey is a simple yet effective method of capturing data and collecting direct customer feedback. Web chat surveys demonstrate to […]
You’ve just successfully implemented a cloud-based contact centre solution to enhance and streamline your customer service capabilities – what’s next? Configuring your customer’s call journey to create the best experience using the ever-important IVR (Interactive Voice Response) system. An Interactive Voice Response (IVR) system is an automated telephony tool that interacts with a caller, […]
Contact centre agents play a crucial role as the first point of interaction between customers and your business. These staff members endeavor to deliver the most optimal customer experience and are entrusted to resolve every enquiry. However, they may sometimes have the answers despite being on the frontline. Outdated contact centre technology and a […]
In the constant and crucial pursuit of balancing customer satisfaction with efficient operations, many organisations opt for CCaaS (Contact Centre as a Service). This software-based application enables organisations to communicate with their customers. CCaaS solutions offer organizations a wide range of opportunities to enhance their CX by making the customer journey more frictionless. From […]
