Blog

Speaking to customers used to be easy. There was a time when regional banks once knew the names of everyone in town, their birthdays and their favourite drinks on a Friday. And not so many years ago, a big advertising campaign with a small inbound contact centre to fix any small issues, was considered a […]

29 June 2016 ipSCAPE, a leading Australian cloud contact centre provider, today announced the appointment of Oliver Clarke to the newly created role of Chief Operating Officer. Announcing the appointment, ipSCAPE Executive Chairman John Palfreyman, said “We are delighted that Oliver has accepted the challenge of this new role. As ipSCAPE continues to grow, develop […]

Have you ever felt that your business wasn’t big enough? Ever felt that your competitors are taking a larger slice of the pie than you think is right? Well, it might be time to look big. I don’t mean hire a ten storey building for your 50 staff, or run huge ad campaigns that blow […]

In modern day business, everything you do is measured in one way or another. We look at staff performance, we measure business growth and analyse workflow functions. How we look into these different business functions is constantly changing due to the introduction of new technology. However contact centre processes have barely changed in the past […]

We live in a world that is intricately inter-connected online; a society in which social media allows consumers to voice their concerns and opinions on a global platform and in real time. With a few words and a hashtag, a movement can sky rocket from obscurity to international news in a day. The question is: […]

ipSCAPE’s latest blog by John Palfreyman looks to uncover the truth. Did you know that digital interaction accounts for over 35% of all engagement with a brand? If growth continues at its current rate it will overtake voice in two years’ time. The omni-channel approach is not just hype, it’s a reality and if brands […]

Do you have a sales and engagement strategy for targeting Gen Y? Does it include a voice or phone element as a key way of engaging them? If so, you may find yourself shouting at a brick wall. Web chat is now Gen Y’s preferred method of speaking to brands. As the first generation to […]

In 2016, cloud technology hit a tipping point in Australia. A bold statement yes, but a true one. At the start of 2016, according to a recent report by Frost & Sullivan, over 95 per cent of Australian businesses were connected to the internet and 70 per cent were using cloud based services. Okay – […]

Enterprise grade Public Cloud is still an emerging technology in India. Whilst the overall cloud market is accelerating – IDC reported that the Indian cloud market grew by 70 percent in 2012, and is expected to exhibit a 50 percent growth rate for the next three more years – there are still challenges to widespread adoption of […]