IPscape
Review of IPscape Software: system overview, features, price and cost information. Get free demos and compare to similar programs.
Overview
About IPscape
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IPscape Features
IPscape Integrations
Customer Reviews
See why people love IPscape
Verified Professional
Telecommunications · 11-50 employees
Easy to use fully functional software that give control back to the call centre operation
Ease of use, change things instantly, self service so no reliance on other departments,
- As an operations manager you can do what you need to to keep your performance on target with out needing to rely on third party departments like IT or telephony
- Need a message added to an IVR - just do it, need to change your IVR just do it, need to add agents, change agent profile, add or take them away from campaigns - just do it, need to see a report, set up a report have a report emailed daily to a group of people, you can just do that too
- In bound/ outbound including predictive, preview and manual dialling, email and chat all of which are controlled and managed from the same agent toolbar
- In my previous role as a contact centre consultant helping contact centres with their efficiency and sometimes correcting serious performance issues i wish I had had access to this
- There are things this software cannot do - the most obvious is social media however that is a different form of contact and you probably would not expect it to
- Each up date in recent months has slightly improved any small design faults
- Being able to group agents , and users into specific operational groups is currently not possible and would be a massive improvement and something that is being developed
David T.
Verified UserTelecommunications · 501-1000 employees
IPScape - Contact Centre Solutions Review
IPScape is a great partner– We’ve been with IPScape for several years and they have supported us well. Minimal downtime with the platform, quick to respond if we report an issue and they always keep us updated.
- The IPScape cloud-based business communication platform which offers an array of scalable solutions to support our inbound and outbound calling requirements
- The platform supports inbound (IVR) and outbound (Campaign) calling solutions plus email, SMS and web chat
- These features ensure our customers receive the best possible customer experience when calling into our contact centre
- The IPScape platform (currently) has limited capacity for managing multiple sites (in our case 100+)
- This makes administration a challenge, time consuming and a drain on resources to manage
- e
- g
- , having to apply a script to 100+ inbound lines individually instead of being able to select all phone lines and apply
- The platform offers limited API functionality (API calls in to request data or API calls out to pull data into IVR or script flows)
Stephanie B.
Verified UserGovernment Relations · 201-500 employees
New Team Leader looking for what the program can do
New to the Call Centre Team Leader roll I had been doing some research on the functionality as most of the people apart of the original implementation of the software no longer work for Campbell Page. I knew from this research and the YouTube channel that we were not using all features of ipScape. The company were looking at new software options to do some cool things in and to help with efficiency. With seeing that what we had could do the things we wanted out of this new software and the perfect timing of our new Account Manager. Everything started to fall into place. I have now done a days training onsite and am feeling much more confident
- It is pretty easy to use and a bit intuitive once you know the general flow of setting things up in ipScape
- I love that it is a one stop shop for calls, email, chat and call backs
- The reporting function is great - this means as a small team I can generate our own data without needing assistance from other areas of our company
- I am also very keen to get stuck into the quality side of things now I know how this works
- Most of these have been removed with recent training - the cons were coming from inheriting a legacy that needs to be wiped clean and start from scratch
- In the wise words of Nikki "you want to have control over your call Centre"
Why they chose it
"I knew that what we had was working - no point in re-inventing the wheel. Get to know what you have got and grow from there"
Benjamin L.
Verified UserOutsourcing/ Offshoring · 2-10 employees
A great product with an excellent team backing it
Implementation and ramp-up was excellent, their support team has been extremely quick to assist with mundane issues but frankly, we haven't had any real issues to require support. The majority of our needs have been additional features we have wanted to implement or configuration questions all of which the ipSCAPE team have been extremely quick to make happen. I can't stress this enough to anybody considering engaging with ipSCAPE - they are a genuine pleasure to deal with and after years of dealing with the major players, that is a REFRESHING change.
- Contact centres can be very complex entities, that's what makes the ipSCAPEs backend stand out to our team
- It's intuitive, easy to understand and just works how you're expecting it to
- Whether its interaction routing, Quality Assurance, agent management and permissions, reporting or integrated scripting - it's all really obvious where to manage and the system provides all the expected flexibility and capability you would expect from a enterprise grade cloud contact centre solution
- Its a great platform and we love using it
There's not much not to like, a small issue technical consideration with an persistent softphone connection being required on some connection types if your using a whisper which means you'll want wireless headsets that provide over 8hrs of talk time for a full shift but its really not that big of a deal
Why they chose it
"When we went out to market, we approached all the usual providers and although as an Exec, I've spent my entire career in large scale multi-national call centres - insourced and outsourced the response (or in some cases, lack thereof) from these providers as a startup entity was so disappointingly poor. Sure, we're not a 400 seat centre but everybody has to start somewhere right? Well, straight up, the ipSCAPE team were engaged and from first contact looked at what solutions they could provide and support our budding endevour. They mapped out a number of features and configurations they felt would make our setup and operations as smooth and seamless as possible (we're an outsource provider to multiple business and sites) and gave us a level of comfort that they'd be there when we needed them. It was obvious to us that their team is passionate and engaged and that went well past the usual "sales" energy pitch that you usually get."
Phil G.
Verified UserFinancial Services · 11-50 employees
Good system and support second to none
Their support staff are great. Every time a support request is put through its acted on promptly. 5 stars for all round service.
- We have seen greater productivity and the software ensures that our lead management is more efficient
- It is adapatble to suit our requirements and even though we are not strictly a call centre its a good fit
There are a couple of enhancements we would like to see which would suit our business better but we can do without them
Zac H.
Verified UserInformation Technology and Services · 51-200 employees
Customer focus is great
Started turbulently but our relationship was saved by some excellent support and customer success people that never fail to bend over backwards.
- Its straightforward and easy to use
- The advice given in terms of upgrades is excellent
- The only con would be the rare outage - this is less frequent now
Why they chose it
"They deliver more frequently and to scale."
Leland B.
Verified UserMental Health Care · 201-500 employees
Fantastic support team
Verified reviewer
- In age of service desks that send automated responses or take 24 hours to get back to you, IPScape have an amazingly proactive support team
- Honestly wish every team was like yours
- Always a pleasure ringing in or chatting on a ticket
Would like some more filters and "standard/template reports" to use in the live reports section
Georgina M.
Verified UserPrimary/ Secondary Education · 11-50 employees
Incomparable!
Everything we need on one platform
- The product is easy tp use and integration was seamless
Potential for added features - but the team is so open to suggestions it is all achievable
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