Blog

  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 […]

  The Federal Government’s Digital Transformation Agency (DTA) has launched its new Cloud Services Marketplace. DTA’s marketplace provides government agencies with a list of preferred suppliers for cloud consulting and cloud technology services to meet their complex technological needs. DTA helps to improve customer experience of government services by sourcing providers that create services that are fast, clear and simple to use.  After a competitive selection process, ipSCAPE was […]

 Although call centres and contact centres are distinctly different, the two terms are often used interchangeably. Call centres use voice as the sole communication channel to service inbound and outbound phone calls. Alternatively, contact centres offer a range of channels including voice, email, SMS and web chat, allowing customers to choose their preferred channel. Contact […]

PCI DSS Secure Payments for Contact Centres The Payment Card Industry Data Security Standard (PCI DSS) is a set of standards designed to protect the security of credit card holders. All businesses (no matter how big or small they are, or how the sales are generated – in person, online or over the telephone), that […]

New regulatory requirements have been introduced by the Australian Communications and Media Authority (ACMA) which will apply to all voice service providers and carriers. These changes commenced from 1st April, 2021 and are currently in effect. What changes are being made and why? The changes relate to a new industry code aimed at reducing scam […]