Blog

The traditional call centre is evolving. Gone are the days when the humble telephone was the sole means of communication between customers and businesses – in today’s digital world, new forms of technology are making it increasingly faster, easier, and more convenient to connect. With their multichannel capabilities, contact centres empower businesses to reach customers […]

  Author: Erik Meijer ipSCAPE Non-Executive Director   Click here for the Indonesian language version It’s a well understood fact by customer driven businesses that customers are demanding more flexibility than ever before. They want businesses to meet them where they are, rather than feeling forced to do the work of tracking us down and […]

  ipSCAPE strengthens presence in Asia with the appointment of Erik Meijer as newest Board member Australian Cloud Contact Centre and Customer Experience technology innovator ipSCAPE has added heavyweight telecommunications executive Erik Meijer to its Board of Directors. Based in Indonesia, Erik was until recently the Telstra-appointed President Director/CEO of Telkomtelstra, a joint venture company […]

  Digital transformation has become a top priority for organisations in a post-pandemic world. With so many cloud telephony solutions out in the market, including numerous VOIP options, it is important to choose the right solution for your business. VoiP products have a reputation for poor quality and unreliability and even the big global VoiP […]

We are proud to announce that ipSCAPE’s Chief Executive Officer, Fiona Boyd has been recognised in the NSW Premier Export Awards, as a finalist for the NSW Women in International Business Award.   This award is for outstanding achievement in international business by a woman, or group of women, either through developing or leading an international enterprise, or contributing as a […]

  Contact Centres are dynamic and high energy environments, requiring a contact centre leader to have clear KPIs to provide visibility on the performance of your team. The challenge for establishing KPIs for your contact centre is understanding what action you will take based on the goals you are tracking. To help you develop the […]

  COVID-19 has drastically changed the way consumers shop, with shoppers embracing more ways to engage with brands beyond brick-and-mortar stores to include an increasingly digital lifestyle.  Restrictions are forcing retailers to have flexible communication tools across the value chain to include voice and digital channels to respond to customer through tools such as web chat for ecommerce, intelligent voice routing to manage click-and-collect and secure payment options.  As Australians settle into a rhythm of working from home, […]

CRM vs Contact Centre Software   Companies need the right tools and technologies to provide exceptional customer service that sets them apart from their competitors. Contact centre technology is a crucial tool for facilitating customer engagements and improving customer service. Customer relationship management (CRM) systems arms the agent with information to create personalised customer experiences, but must be used in conjunction […]

ipSCAPE has proudly been recognised at the Stevie Awards for Innovative Use of Technology in Customer Service for Non-Profit. The Stevie Awards are the world’s premier business awards, created to recognise the achievements and positive contributions of organisations worldwide.   Our telecommunications partner, Telkom Indonesia, received the award to acknowledge ipSCAPE’s engagement of technology to address violence against women in Indonesia. Telkom Indonesia deliver innovative software supported by ipSCAPE to power the Cloud […]