It’s no secret, Artificial intelligence (AI) is transforming the customer service sector in unprecedented ways, opening new possibilities for organisations to reduce operational costs, while driving business performance. Emerging technology such as Artificial Intelligence, Machine Learning and Robotic Processing are providing organisations with an edge over competitors. Therefore, it is imperative business leaders look at how these innovations and AI powered systems can be used in their own organisation. If you’re looking to make a case for your business to transform its customer operations ..read more

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 article, we’ll explore the benefits of dialler systems in a contact centre, the different types of outbound dialling modes available, and how you can leverage cutting-edge dialler technology i ..read more

Does your organisation require technology that provides communication channels for your employees to collaborate and connect? Do you require a phone system that can be accessed from anywhere as well as messaging functionality and enterprise telephony meetings? Is there sufficient communication tools to enable hybrid working and meeting software such as video conferencing? If the answer is ‘yes’, then your organisation needs a Unified Communications as a Service (UCaaS) solution.   Unified Communications as a Service solutions combine multiple enterprise communications channels, such as ..read more

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 (NLP) are reshaping existing contact centre processes, so it is crucial organisations adopt contact centre automation technology or risk falling behind.  This ..read more

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 judging panel, “Fiona is a dedicated and collaborative senior leader with a passion and demonstrated track record for building successful teams, businesses, and new products over her 25+ year career.”  Fiona’s leadership has been cr ..read more

Job Title: Azure DevOps Engineer (Platform) Hours: Full Time Location: North Sydney Office Join our growing SaaS company! With the recent deployment of our platform on Microsoft Azure and our Strategic Partnership with Microsoft, ipSCAPE is poised for incredible growth and so we are expanding our fantastic DevOps Team in Sydney. Get to know us ipSCAPE is a cloud-based Software as a Service (SaaS) company with its head office in North Sydney and a large national presence servicing multiple government and enterprise clients across Australia. In addition, the company has expanded via internatio ..read more

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 technologies, software, hardware or digital services“.  This recognition reflects the excellence of ipSCAPE’s cloud contact centre solution market offering that is used by organisation’s globally ..read more

As the central hub of customer interactions, call centres play a prominent role in shaping the customer experience. With this, call centers must harness advanced contact centre technology and leverage innovative features to improve efficiency. Efficiency is the cornerstone of success – Consider the consequences of not investing time to ensure your contact centre helps customers efficiently. Long wait times? Customer dissatisfaction? Increased customer churn? Whether you’re a small-to-medium sized team purely handling calls or a 200+ agent call centre communicating with customers across multip ..read more

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 been a global shift in measures taken to protect an individual’s privacy and personal data, as shown through the European Union’s introduction of the General Data Protection Rights (GDPR) and California’s landmark law, th ..read more

Creating a web chat survey may feel daunting, especially if this is a new process. What questions should be included? How many questions should be included? What do I do with the results? A chat survey is a simple yet effective method of capturing data and collecting direct customer feedback. Web chat surveys demonstrate to your customer base that your organisation values their opinions regarding their experience, products and services. Moreover, the results obtained from web chat surveys can help refine business strategies, improve retention rates and maximise customer experiences. You can i ..read more