IPscape

I’m currently at the 2012 International Outsourcing Summit (IOS) being held this week in downtown Manila, Philippines. It’s an exciting time to hold the event in this country, with rapid growth expected in the next 5 years. Just last month the Straits Times claimed “The Philippines expects to boost its revenues from call centres to […]

An array of powerful forces is changing customer service today and into the future. Perhaps most importantly, customers’ expectations are soaring. Loyalty is fading, alternatives are easily found, and customers will swiftly change providers if they don’t feel their steep demands are being met. The dramatic rise of connectivity over recent years has helped to […]

Asia is still recognized as the growth region of the world. Look at any research firm and they will be talking about Asia – and if not they will have read someone else’s report and realize that this is where the growth engine of the global economy now resides. But like any new engine, Asia […]

Telstra Corp’s venture capital arm has emerged with a stake in cloud-based contact centre provider ipSCAPE. Based in North Sydney, ipSCAPE is a global provider of contact centre applications and technology designed to reduce costs for customers, which include salesforce.com. Telstra will incorporate ipSCAPE’s technology into its own virtual contact centre (VCC) solution for its […]

ipSCAPE has been selected by Lifeline Australia to deliver a cloud based disaster recovery solution which ensures 24/7 availability of their national crisis support helpline in the case of a national breakdown of their regular service. Somewhere in Australia there is a new call to Lifeline every minute, so ensuring its national helpline can continue […]

There are many topics that businesses love to talk about in the boardroom. Whether it is the exciting new product launch coming up, or the marketing campaign that will fill the industry with excitement, or shooting the breeze about sales wins and achievements, we all love to focus on the positive stuff. Straight-forward business plans […]

Rust Report: Australasian ICT News and Views – V2.0, Issue #37 Please give us a brief overview of the company? “ipSCAPE is a leader in next-generation customer service. The ipSCAPE solution is helping global businesses drive customer service excellence through real-time, multi-channel customer communication. Many traditional multichannel solutions work as silos – an approach that […]

Many companies try to enter the world of multi-channel by dabbling in SMS communication – usually for sending one-way customer notifications. However, without the right technology in place, they may be doing more harm than good. The reason for this is simple, and goes back to age-old rule of communication. If I choose to speak […]

by Mark Atterby (The Sauce) Taking the work to the people – not pushing the people to the work Advancements in contact centre technology have changed the face of the industry and how labour is sourced to perform required roles and job functions. What was once a bricks and mortar facility where people were brought […]

In the July issue of Voice+Data Magazine, we looked at the use of social media as a customer service channel We learned that more organisations are embracing it; that it’s of value for many types of organisations, but those in consumer-oriented markets will get more immediate returns; and organisations should take care to identify which […]