Super-charge your Contact Centre Processes
Most contact centres run a Customer Relationship Management or Service Desk Application.
Many contact centres also have other systems running in parallel – like Payment Gateways or third party reporting systems.
ipSCAPE’s cloud delivery platform means that integration with other web based databases such as Salesforce.com or ServiceNOW can be completed within days and at minimal cost – in contrast with on-premise or hosted solutions where similar integrations are time consuming and often expensive.
Integrating ipSCAPE with your CRM or Service Desk application gives you a single customer view which is always up to date and which optimises the customer experience. The Computer Telephony Integration (CTI) ‘pops’ customer details onto the agent screen which improves agent productivity and satisfaction; and increases the agent’s ability to deliver first contact resolution.
The integrated contact centre and CRM platform presented on a single agent screen increases productivity and reduces manual errors.
Customer details are presented to the agent in real-time which reduces call handling time and improves satisfaction.
ipSCAPE can track the customer’s IVR journey and record those details in the CRM.
Customers can be routed the most appropriate agent based on profile and previous activities.
Agents can dial from their CRM application – reducing time and manual errors.
Automatically record Call Outcome, Call Duration, Call Notes and location of Call Recording in the CRM.
Applications can be integrated into ipSCAPE’s IVR to facilitate lower cost self-service options for customers.
Delivered in weeks not months at a fraction of the cost of traditional integration projects.