IPscape

Easy to use fully functional software that give control back to the call centre operation

Comments: Ease of use, change things instantly, self service so no reliance on other departments,

Pros:

As an operations manager you can do what you need to to keep your performance on target with out needing to rely on third party departments like IT or telephony. Need a message added to an IVR - just do it, need to change your IVR just do it, need to add agents, change agent profile, add or take them away from campaigns - just do it, need to see a report, set up a report have a report emailed daily to a group of people, you can just do that too. In bound/ outbound including predictive, preview and manual dialling, email and chat all of which are controlled and managed from the same agent toolbar. In my previous role as a contact centre consultant helping contact centres with their efficiency and sometimes correcting serious performance issues i wish I had had access to this!!

Cons:

There are things this software cannot do - the most obvious is social media however that is a different form of contact and you probably would not expect it to. Each up date in recent months has slightly improved any small design faults . Being able to group agents , and users into specific operational groups is currently not possible and would be a massive improvement and something that is being developed

IPScape - Contact Centre Solutions Review

Comments: IPScape is a great partner– We’ve been with IPScape for several years and they have supported us well.
Minimal downtime with the platform, quick to respond if we report an issue and they always keep us updated.

Pros:

The IPScape cloud-based business communication platform which offers an array of scalable solutions to support our inbound and outbound calling requirements. The platform supports inbound (IVR) and outbound (Campaign) calling solutions plus email, SMS and web chat. These features ensure our customers receive the best possible customer experience when calling into our contact centre.

Cons:

The IPScape platform (currently) has limited capacity for managing multiple sites (in our case 100+). This makes administration a challenge, time consuming and a drain on resources to manage. e.g., having to apply a script to 100+ inbound lines individually instead of being able to select all phone lines and apply. The platform offers limited API functionality (API calls in to request data or API calls out to pull data into IVR or script flows).

New Team Leader looking for what the program can do

Comments: New to the Call Centre Team Leader roll I had been doing some research on the functionality as most of the people apart of the original implementation of the software no longer work for Campbell Page. I knew from this research and the YouTube channel that we were not using all features of ipScape. The company were looking at new software options to do some cool things in and to help with efficiency. With seeing that what we had could do the things we wanted out of this new software and the perfect timing of our new Account Manager. Everything started to fall into place. I have now done a days training onsite and am feeling much more confident

Pros:

It is pretty easy to use and a bit intuitive once you know the general flow of setting things up in ipScape. I love that it is a one stop shop for calls, email, chat and call backs. The reporting function is great - this means as a small team I can generate our own data without needing assistance from other areas of our company. I am also very keen to get stuck into the quality side of things now I know how this works.

Cons:

Most of these have been removed with recent training - the cons were coming from inheriting a legacy that needs to be wiped clean and start from scratch. In the wise words of Nikki "you want to have control over your call Centre"

A great product with an excellent team backing it

Comments: Implementation and ramp-up was excellent, their support team has been extremely quick to assist with mundane issues but frankly, we haven't had any real issues to require support. The majority of our needs have been additional features we have wanted to implement or configuration questions all of which the ipSCAPE team have been extremely quick to make happen. I can't stress this enough to anybody considering engaging with ipSCAPE - they are a genuine pleasure to deal with and after years of dealing with the major players, that is a REFRESHING change.

Pros:

Contact centres can be very complex entities, that's what makes the ipSCAPEs backend stand out to our team. It's intuitive, easy to understand and just works how you're expecting it to. Whether its interaction routing, Quality Assurance, agent management and permissions, reporting or integrated scripting - it's all really obvious where to manage and the system provides all the expected flexibility and capability you would expect from a enterprise grade cloud contact centre solution. Its a great platform and we love using it.

Cons:

There's not much not to like, a small issue technical consideration with an persistent softphone connection being required on some connection types if your using a whisper which means you'll want wireless headsets that provide over 8hrs of talk time for a full shift but its really not that big of a deal.

Good system and support second to none

Comments: Their support staff are great. Every time a support request is put through its acted on promptly. 5 stars for all round service.

Pros:

We have seen greater productivity and the software ensures that our lead management is more efficient. It is adapatble to suit our requirements and even though we are not strictly a call centre its a good fit.

Cons:

There are a couple of enhancements we would like to see which would suit our business better but we can do without them.

Customer focus is great

Comments: Started turbulently but our relationship was saved by some excellent support and customer success people that never fail to bend over backwards.

Pros:

Its straightforward and easy to use. The advice given in terms of upgrades is excellent.

Cons:

The only con would be the rare outage - this is less frequent now.

Fantastic support team

Pros:

In age of service desks that send automated responses or take 24 hours to get back to you, IPScape have an amazingly proactive support team. Honestly wish every team was like yours. Always a pleasure ringing in or chatting on a ticket.

Cons:

Would like some more filters and "standard/template reports" to use in the live reports section.

Incomparable!

Comments: Everything we need on one platform

Pros:

The product is easy tp use and integration was seamless!

Cons:

Potential for added features - but the team is so open to suggestions it is all achievable!