• Product Voice Integrations CRM Integration Microsoft Dynamics Microsoft Teams Salesforce ServiceNow Zendesk Payments Analytics Workforce Management Open Interfaces Performance NPS Survey Wallboards & Reporting Quality Assurance Single Sign On Monitoring & Coaching Web Chat Email SMS
• Integrations CRM Integration Microsoft Dynamics Microsoft Teams Salesforce ServiceNow Zendesk Payments Analytics Workforce Management Open Interfaces
• Performance NPS Survey Wallboards & Reporting Quality Assurance Single Sign On Monitoring & Coaching
• Solutions Increase Sales Outbound Dialler Lead Manager Scripting Play Announcement Customer Service IVR Call Routing Skills Based Routing Call Recording Call Recording Storage Customer Self-Service Digital Customer Service Compliance Business Continuity Support Speech Analytics Teams Connect Professional Services
• Increase Sales Outbound Dialler Lead Manager Scripting Play Announcement
• Customer Service IVR Call Routing Skills Based Routing Call Recording Call Recording Storage Customer Self-Service Digital Customer Service

*ipSCAPE is a true cloud customer experience technology solution that is feature rich, scalable and offers advanced integration capabilities. Ensure Business Continuity for your Contact Centre during COVID-19 - ipSCAPE can implement a Work From Home Solution in 24hrs.

• Industry Utilities Outage and Service Communications Financial Services Debt Collection Insurance Financial Planning / Superannuation Healthcare Health Connect Personalised Patient Experience Fundraising Business Process Outsourcing Education Universities Vocational Education and Training Online Learning Providers Retail Customer Service Retail Connect
• Utilities Outage and Service Communications
• Outage and Service Communications
• Financial Services Debt Collection Insurance Financial Planning / Superannuation
• Financial Planning / Superannuation
• Healthcare Health Connect Personalised Patient Experience
• Education Universities Vocational Education and Training Online Learning Providers
• Vocational Education and Training Improve your contact rates and connect with more prospects using ipSCAPE’s automated outbound dialler technology ipSCAPE’s outbound dialler enables businesses to efficiently connect with customers This results in agents spending more time having conversations and less time dialling numbers or waiting as the phone rings

Intelligent algorithms, combined with sophisticated lead optimisation tools, make the ipSCAPE dialler an industry leader

ipSCAPE has a range of high performance diallers, that can be tailored to suit your business needs Types of auto diallers available in ipSCAPE include:

• Progressive – Numbers are dialled only when an agent is available
• Preview – Leads and customer details are presented to the agent who then initiates the call
• Predictive – Algorithms forecast the ratio of available agents to live calls, and the dialler calls numbers before agents become available
• This optimises connect rates, talk time and agent productivity
• Power – provide the ability for the dialler manager to manage the speed,  with adaptive modes for more control

Access optimisation tools that empower you to reach more customers:

• List Weighting – load multiple lists of leads to a campaign and blend them using prioritisation inputs
• Answering Machine detection technology – a call will only be presented to your agents when a customer has answered the call made by the dialler
• Intuitive Leads Module – a guided user experience to assist the upload, mapping and validation of lead lists with changes saved automatically

The ipSCAPE platform provides you with all the features you need to run a world-class contact centre

Improve user experience by instantly providing customers with relevant information Agents can select a choice of wrap codes that trigger emails and attachments to the caller, e g terms and conditions, application form, standard contract

Increase agent productivity using auto preview dialler Agents can set a time limit on preview mode that enables them to review customer information, prior to speaking to them

Outbound campaigns can be customised to suit your dialling ratios Call ratios are aligned to agent call answering ratios If your agents are busy, the dialler slows down If extra resources are available, it accelerates

Lead details and telephone numbers are presented to the agent who then initiates the call Agents have more control and better engagement when they have visibility of the customer record prior to starting the call

Improve customer experience by creating automatic call backs that ensure all leads are optimised and every potential opportunity is contacted

The more opportunities your agents have to speak to prospects, the higher the conversion rates Your agents can have conversations with prospects, instead of dialling numbers and being connected to voicemails

Would you like to know more about ipSCAPE?