Discover a wealth of insightful materials meticulously crafted to provide you with a comprehensive understanding of the latest trends.
What is Call Centre Technology? The Upcoming Trends To Know Call centre technology has drastically evolved over the past few years moving from simple phone systems, to omnichannel customer experience technology. New innovation technology in call centre software enables businesses to leverage the latest in Artifical Intelligence, increase automation, improve customer retention and provide the […]
Call centres play a crucial role in the customer experience journey. One of the primary challenges of making sure the customer experience is smooth is getting the customer to the right person. Technology has evolved dramatically with a breadth of options from the push button IVR system to more sophisticated interactive voice response systems. This […]
It’s no secret, Artificial intelligence (AI) is transforming the customer service sector in unprecedented ways, opening new possibilities for organisations to leverage the power AI driven solutions to reduce operational costs, while driving business performance. According to Gartner– the definition of AI is where advanced analysis and logic-based techniques, including machine learning (ML) is used […]
Contact centre automation offers an opportunity for organisations to gain a competitive advantage by leveraging innovations in customer experience technology to simplify workflows, reduce administration, and improve the accuracy and quality of interactions. Innovations in Customer Experience technology such as Artificial Intelligence (AI), Machine Learning (ML), Robotic Process Automation (RPA) and Natural Language Processing […]
Are you looking to improve customer satisfaction? Drive customer loyalty? Or drive efficiencies across your contact centre operations? Implementing an effective Quality Assurance program will assist your contact centre to achieve both of these objectives and unlock strategies to provide exceptional customer service. A Quality Assurance (QA) program involves continuously measuring the effectiveness of a […]
Does your organisation need technology that enables employee collaboration and communication? Do you require a phone system with remote work access, messaging functionality, and telephony meetings? Is there sufficient support for hybrid working and video conferencing? If so, your organisation needs to consider replacing your legacy communications system with a Unified Communications as a Service […]
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 […]
