Take back control of your Contact Centre – make system changes in minutes
ipSCAPE’s easy to use Self Service Administration portal is the command centre for the Contact Centre.
Accessed through a secure browser, all system changes are made online by authorised Supervisors.
Campaign scripts can be reworked, agents reallocated and IVR systems reprogrammed all in minutes. No lengthy delays working through IT departments or 3rd Party Providers. Senior Administrators maintain security by controlling access levels for all Administrators, Team Leaders and Agents.
ipSCAPE’s real-time reports and wall boards help our clients leverage the Self Service Administration tools. Supervisors can track campaign and agent performance in real time and make changes in minutes to bring things ‘back on track’. This approach ensures that your business gets a better ROI and your customers receive better service.
Supervisors make real-time changes through a secure URL from any location.
Agent profiles and campaign allocations can be created or amended in minutes.
Supervisors can move agents between campaigns, change priorities of individual campaigns/agents in real-time and define queue priorities.
Inbound, Outbound or Multi-Channel Campaigns can be created, edited or cloned in minutes.
The advanced script builder can be used to create campaign/queue specific scripts and flows for the displaying and gathering of data.
Notifications can be set for agents or groups of agents.
Can be customised to meet individual campaign and business requirements.
Enables the effective management of customer data for campaigns.