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Dear <<First Name>>

As 2017 draws to a close, we review the industry insights we believe will play a more prevalent role in 2018.

Businesses are continuing to discover that the customer experience holds increasing value and significance. Recent findings from McKinsey identified that maximising satisfaction with customer journeys has the potential to not only increase customer satisfaction by 20%, but also lift revenue by up to 15%.

For many organisations though, the challenge lies in discovering areas of customer experience that need improvement and identifying how customers interact with their company and brands. On the flip side is the internal customer service function; is the customer service team performing? Are customer enquiries being resolved in a timely manner? Are customers being served through their channel of choice? The integration of real-time business insights and data analytics tools, allows organisations to optimise the performance of their customer service and more frequently convert customers from query to purchase.

Whilst there is a lot of hype around the growth of Business Intelligence and Analytics (estimated to be worth US$22.8 billion by 2020), the focus should be on finding the right tool and capability that connects businesses with their data, allowing them to make informed decisions.

To enable you to get greater value and insight from your data, ipSCAPE has developed a comprehensive insight and analytics capability by partnering with Yellowfin, a business intelligence analytics software platform.

This capability provides intuitive reports and data explorations that are easily understood, with usable insights. Real-time data access on an easy-to-use interface, make an engaging user experience. This is a perfect time for you to start 2018 with data that can be analysed quickly and intuitively.

On that note, we’d like to thank you for your continuous support during 2017 and we wish you a safe and merry Christmas. We look forward to speaking with you again in the New Year.

Peter Anson

Chief Executive Officer


The Huddle: Brisbane breakfast event

Special guest Luke Traini, CEO of RSL Queensland recently spoke at our first industry breakfast in Brisbane. Luke and ipSCAPE co-founder Simon Burke led attendees in discussions covering customer experience, contact centre analytics, cloud communication and advances in technology.


Are robots the future?

In our latest blog post we ask the question: “Will Australian call centres be taken over by robots?”. Recent advancements in artificial intelligence (AI) are predicted to have a colossal impact on the contact centre sector. According to Forrester Research, AI and intelligent agents are two of the top five technologies most likely to transform the tech landscape by 2021.


See an instant preview

Get a taste of our software with a demonstration of the top 3 features our clients prefer. See how easy it is to make changes to your contact centre workflow, move agents to manage call spikes and access live agent and call statistics.

   Watch Video   

Webinar: The future of work and Workforce Management Software

Last month we looked at how technology is generating new job roles, more flexible ways for people to work and how you can start to make use of these trends in your business today. The main points discussed were:

  • What is the human cloud and the future of work?
  • Embracing flexibility as an inevitable aspect of staff scheduling.
  • Advantages of Workforce Management Software.

To view the webinar recording click here.

This month’s webinar will be covering ‘5 common mistakes people make when implementing business analytics’. It will be taking place on November 29th. Keep an eye on our LinkedIn for further information.


Join the conversation

Our LinkedIn User Group provides regular updates and recordings of our monthly webinars, information on offline networking events and access to our Learning Zone You Tube videos. Led by our Product Knowledge Expert, it’s a great space to post any technical questions you may have about our software, or learn from other users.

   Join us   

Say Merry Christmas with wine

If you’re looking for the perfect Christmas gift, one of our best customers Laithwaite’s Wine People are offering some beautifully packaged gift packs for your clients, customers and valued employees.

With a range of gift packs featuring beautiful decanters and/or glasses, as well as wine only options, Laithwaite’s can work with you to provide gift solutions perfectly tailored to your needs.

To start arranging your gift hampers click here or call 1300 663 803.


Case study: Freedom Insurance talk scalability

Read how Freedom Insurance was able to scale their contact centre up and down instantly, without having to purchase extra equipment.


Latest product updates


Integration with Zendesk

Zendesk builds software to help companies improve customer relationships through higher customer engagement and better customer insight.

ipSCAPE’s Computer Telephony Integration (CTI) enables a company to automate the business process to reduce human error, while improving an agent’s efficiency.

This allows agents to identify the priority of inbound calls and attach call details, outcomes and recordings. Another great feature includes auto ticket creation, by simply matching phone numbers and the auto creation of customer profiles.


Agent Voice Connectivity

Continued investment in the Agent Voice Connectivity feature, means customers have greater ability to use the ipSCAPE extension to connect with voice components for agents.


Agent and Queue Wallboard

The Agent Wallboard is a live agent monitoring system, updated in real time, used by both Contact Centre Managers or Supervisors. It has now been further enhanced by the integration of agent stats widgets.

These give the customer the ability to build the size of the widget to fit within the wallboard screen or desktop computer.
The Queue Wallboard is used to monitor queue performance including elements such as; calls in the queue, longest wait time as well as total answered and abandoned calls. The user experience has also been improved. The template has been reorganised to display the most used fields in order of use, while the background colour has been changed from white to grid.


Agent toolbar notification

The loss of an agent voice channel is a common occurrence caused by various factors. A new notification feature has been added to the agent toolbar to inform the agent immediately the connection is lost.


New talent joing ipSCAPE


Jordan Tamihana

Originally from New Zealand, Jordan has been living in Sydney since 1997 with his 12 years old daughter.

Jordan recently joined our team as a Business Development Manager.

Jordan brings some great sales experience to the team, with over 5 years in the Interactive Intelligence and Genesys sales teams. His hands on sales experience and extensive industry expertise makes Jordan a great addition to our team.


Rani Suri

Rani recently joined the ipSCAPE team in the role of Product Owner.

With over 25 years experience in managing data and system projects, Rani has strong operational knowledge of managing data, data migration and system configuration issues.

With specialist knowledge and experience in software development and design, data analysis, audits and migration, project management and both service and product development, Rani will be a wonderful asset to the ipSCAPE team and our clients.


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ipSCAPE · Level 8 · 140 Arthur Street · North Sydney, NSW 2060 · Australia