2013 will be the year in which we will be able to measure the impact of consumer behaviour on business. A highly mobile, highly service literate customer base has already started driving a new wave of customer service, and businesses must learn to grow and adapt to this with increasing urgency. As consumer demands evolve, […]
Multi-Channel Communication Strategies by IPscape
Multi-channel communication: the holy grail of customer communication, right? Well, maybe. I’ve worked with businesses who know that, done well, customer communication over different channels not only deepens and enriches the experience but can also be more cost effective than maintaining relationships over the traditional channels. It certainly costs less to send an SMS than […]
Consumer Power: What it Means for Business
The internet has opened up a whole new world for consumers; we can now compare products and services, pricing and features in a matter of minutes. In the UK alone, the Office of Fair Trading recently stated that £240 million a year is collectively saved by the population through price and product comparison websites. This […]
Embrace Cloud Tech to Meet Modern Consumer Expectations
Last week I penned an article for the Rust Report discussing how consumer expectations and technology developments are having an impact on businesses. Getting Ahead of the Pack and Staying There News that consumer expectations have changed forever is not new. We know the customer of today is always connected and wants to be engaged […]
IPscape Cloud Asia: Leading the Future of Cloud Technology
by Brad Howarth (The Australian) SOFTWARE: While few Australia software-as-a-service companies have yet turned to the Asian market, Sydney-based ipSCAPE has gone in guns blazing. ipSCAPE is the developer of a cloud-based contact centre system. In July it announced that it had received a strategic investment from Telstra’s Applications and Ventures Group, and that Telstra […]
Key Insights from the 5th Quadrant Symposium | IPscape
During the 5th Quadrant Customer Service Industry Symposium this week, the message was clear that the future of customer service is an evolving beast. After a few warm-up exercises to wake up the crowd, keynote speaker Dr. Catriona Wallace covered some interesting research based on the theme of “consumer power”. The consumer power economy is […]
Companies ‘Still Grappling’ with Basics of Customer Service
Adam Bender, CIO (syndicated in Computerworld and Tech World.) Organisations should not view communication channels in silos, says Telstra official. Increasing connectivity and consumer expectations should force businesses to change how they interact with customers, according to participants at an event hosted by ipSCAPE last week in Sydney. But fear and other factors have made […]
9 Trends that will drive the Future of Customer Service
Business success has always been driven by the quality of customer service. However tomorrow’s customers will expect more, be increasingly fickle, and more readily take advantage of the growing ease of switching between vendors. Outstanding excellence in customer service will be the primary factor shaping the competitive performance of companies. Looking to the future, there […]
Telstra Backed Cloud Call Centre Going Global
Stuart Corner (ITwire) ipSCAPE’s plan is to go to market through carriers and in Europe it partners with BT, whose main focus to date has been the UK market. “In January we will be going into Ireland with BT and we are formalising the alliance with BT for other countries,” Burke said. He added that […]
Building Platforms for Organisational Agility
The world around us is becoming more complex and challenging by the day. That provides manifold challenges – and opportunities – for today’s organisations. The Law of Requisite Variety was first stated by cybernetics pioneer Ross Ashby, who most concisely stated the idea as “only variety can absorb variety”. A more direct way of expressing […]