Thursday, 4 October 2012
Cross Channel Integration
Do you want to integrate conversations in social media with email,SMS or even phone call ?
IPscape has developed a ‘Cloud’ based contact centre management system. It enables organisations with temporary or limited contact centre requirements to set up very quickly and to pay only for the capacity they need. It enables rapid scaling for emergencies, natural disasters and seasonal campaigns and supports the employment of remote workers as call centre agents. The system allows organisations to ‘burst’ capacity (from the Cloud), use the technology immediately, switch seamlessly between voice, email, SMS and social media such as Twitter and pay for it all on per second usage. It will make contact centres more adaptable, so they can provide a much improved customer experience. The technology has the potential to make Australian call centres more competitive.