Blog

I’ve been living in a cloud innovation bubble for years. Since 2005, it’s been my vision to make Contact Centre technology simple, agile and easy to use, and as cloud adoption accelerates so does the pace of daily world at ipSCAPE – it’s fast, fun and hugely rewarding. But for a brief moment, I’m stepping […]

Telstra Global’s cloud solution powers Flat Planet’s expansion in Asia 9 April, 2013 – Telstra Global, a leading global supplier of managed network and hosting services, today announced an agreement with Flat Planet to provide cloud-based Virtual Contact Centre (VCC) services to support its global expansion. Virtual Contact Centre (VCC) is powered by ipSCAPE’s innovative […]

Globally, ITO (IT Outsourcing) and BPO (Business Process Outsourcing) are experiencing ongoing growth – especially in the current economic climate where cost-minimisation has become so critical. Due in large part to the lower cost of people resource, Asia continues to lead the world as a centre for outsourcing with different countries now beginning to specialise […]

After Hurricane Sandy hit the US east coast last October, blog sites were awash with business continuity plan reminders – lists of timely tips on how to deal with business disruptions from natural disasters. These damaging natural events remind us of the importance of planning: if you don’t put the necessary time and effort into […]

Controversial Yahoo CEO, Marissa Mayer, one of the world’s most famous working mothers, has caused a stir in the news over the last two days with the announcement of her move to end home-working for Yahoo employees. Mayer’s decision sparked a debate here at ipSCAPE. It’s reported one of her reasons for banning home working is […]

ipSCAPE, together with its channel partner in Asia, Telstra Global, recently linked up with the Contact Centre Association of Singapore (CCAS) to host a breakfast workshop on ‘Innovating the Future Customer Experience Today; Using Cloud to Stay Ahead of the Game’. It’s never been more important to talk to CCAS members and Telstra Global customers about […]

2013 will be the year in which we will be able to measure the impact of consumer behaviour on business. A highly mobile, highly service literate customer base has already started driving a new wave of customer service, and businesses must learn to grow and adapt to this with increasing urgency. As consumer demands evolve, […]

Multi-channel communication: the holy grail of customer communication, right? Well, maybe. I’ve worked with businesses who know that, done well, customer communication over different channels not only deepens and enriches the experience but can also be more cost effective than maintaining relationships over the traditional channels. It certainly costs less to send an SMS than […]

The internet has opened up a whole new world for consumers; we can now compare products and services, pricing and features in a matter of minutes. In the UK alone, the Office of Fair Trading recently stated that £240 million a year is collectively saved by the population through price and product comparison websites. This […]

Last week I penned an article for the Rust Report discussing how consumer expectations and technology developments are having an impact on businesses. Getting Ahead of the Pack and Staying There News that consumer expectations have changed forever is not new. We know the customer of today is always connected and wants to be engaged […]