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 […]
Can Cloud Technology help the Philippines BPO Sector stay ahead of the Competition in 2012?
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 […]
Shaping the Future of Customer Service | IPscape
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 […]
Cloud Technology Agility in Asia | How to stay competitive
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 Buys into Cloud Technology: What It Means
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 […]
Lifeline Cloud Contact Centre Technology by IPscape
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 […]
What Hurricane Sandy taught us all about disaster preparedness
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 […]