Self Service Administration

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.

Real-time reporting enables control

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.

Key Features

100% cloud solution

Supervisors make real-time changes through a secure URL from any location.

Agent creation

Agent profiles and campaign allocations can be created or amended in minutes.

Queue manager

Supervisors can move agents between campaigns, change priorities of individual campaigns/agents in real-time and define queue priorities.

Campaign manager

Inbound, Outbound or Multi-Channel Campaigns can be created, edited or cloned in minutes.

Script editor

The advanced script builder can be used to create campaign/queue specific scripts and flows for the displaying and gathering of data.

Notifications

Notifications can be set for agents or groups of agents.

Wrap codes

Can be customised to meet individual campaign and business requirements.

Lists and lead management

Enables the effective management of customer data for campaigns.

Learn how our Contact Centre Solution
can help your business grow faster

Start Your Free Demo >
x