Integration

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.

The power of integration

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.

Key Features

Single agent screen

The integrated contact centre and CRM platform presented on a single agent screen increases productivity and reduces manual errors.

CTI and screen pops

Customer details are presented to the agent in real-time which reduces call handling time and improves satisfaction.

Reference the IVR input of the customer

ipSCAPE can track the customer’s IVR journey and record those details in the CRM.

Skills, campaign and rapport based routing

Customers can be routed the most appropriate agent based on profile and previous activities.

Outbound dial from CRM records

Agents can dial from their CRM application – reducing time and manual errors.

Link to call recording

Automatically record Call Outcome, Call Duration, Call Notes and location of Call Recording in the CRM.

Self-service IVR

Applications can be integrated into ipSCAPE’s IVR to facilitate lower cost self-service options for customers.

Rapid integration

Delivered in weeks not months at a fraction of the cost of traditional integration projects.

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