http:// 2011-03-08T03:05:07Z 2011-03-08T03:05:07Z ipscape-s-true-cloud-awarded-825k-government-grant

Sydney, Australia – 8 March 2011 - IPscape, Australia’s true cloud-based contact centre technology provider, has received an $825,000 grant in the latest round of Commercialisation Australia funding. Commercialisation Australia funding will help IPscape become a global leader in the cloud contact centre market via international partnerships. The funding will drive rapid market expansion activities. According to Simon Burke, IPscape CEO, ‘the IPscape true cloud technology has the potential to make Australian contact centres more competitive and to reverse the contact centre employment trend offshore to onshore home-working.’ A true cloud contact centre allows agents to be located anywhere in Australia with a broadband connection, even at home. It also enables the contact centre to scale instantly according to market demands and costs to scale proportionately. ‘The IPscape true cloud technology drives a more agile, more intelligent customer service experience through the customers preferred channel and device. Very simply we deliver what traditional, old-fashioned providers can’t - greater flexibility, a pay-as-you-use commercial model, faster speed to market, instant scalability, real-time reporting and seamless switching between voice, email, SMS and social media such as Twitter. IPscape are proactively seeking innovative telecommunications and system integration organisations in the Asia Pacific region that want to deliver true cloud-based, leading edge customer communication solutions to their clients. IPscape currently has offices in Sydney, Melbourne and UK and recently made two senior executive appointments as part of its expansion plans. ENDS About IPscape IPscape uses modern cloud-based technologies to deliver a customer contact platform that can be operational in hours and adjusted to suit the minute-by-minute needs of the customer contact team. The IPscape solution is used predominantly in call or contact centres to alleviate issues around cost containment, speed to market, real-time insight & the integration of new communication channels such as social media. Clients include BT, Teleperformance, SP AusNet, Delfin Lend Lease and Northern Territory Government. More information from www.ipscape.com.au See how cloud based contact centres work on YouTube - http://www.youtube.com/watch?v=CChjA2uSM1g

2011-02-28T00:13:09Z ipscape-accelerates-global-expansion-plans-with-new-senior-hires

Sydney, Australia – 28 February 2011 - IPscape, the Australian cloud-based contact centre technology provider, has made two senior executive appointments to support the company’s aggressive growth plans in Australia, the UK and Asia Pacific. Emma Dart has been appointed Global Marketing and Strategy Director and Steve Roknic has been appointed General Manager, Strategic Alliances. According to Simon Burke, IPscape CEO, ‘2011 will be our watershed year with accelerated growth driven by an expanding executive team and extension of our proven alliance model.’ ‘Adding senior, experienced people like Dart and Roknic to our team is like adding a booster rocket for growth – I look forward to the acceleration!’ Dart is a senior marketing executive with over 18 years global experience working for BT in the UK, Singapore and most recently as VP Marketing for BT Global Services Asia Pacific, based in Sydney. Dart was a key member of the team which last year secured Group investment to support BT’s Asia Pacific expansion planresulting in 300 new positions,new infrastructure and an expanded portfolio of services for the region. Known as an innovation champion, Dart says the IPscape position is ‘an innovator’s dream role - a disruptive value proposition, global expansion in a high growth market and the opportunity to leverage my experience of building BT’s Asia business.’ ‘The combination of cloud technology and social media is the next frontier for customer service,’ says Dart. ‘It’s an exciting time for a leading edge player like IPscape. Our plans capitalise on corporates’ emerging realisation of the ‘cloud-and-social-media’ power for customer communication – rapidly building awareness and sales pipeline.’ Roknic has over 40 years’ communications and customer contact experience in senior sales, network service outsourcing and alliance roles across Asia Pacific. Most recently, Roknic was Head of Business Operations Australasia for BT Global Services and, in a prior role based in Singapore, the business director for BT’s largest Asian customer. Both roles incorporated client and commercial relationship management in Australia, Japan, Greater China, Korea, New Zealand, Malaysia, Philippines and Singapore. ‘IPscape has a proven partner model in the UK with a leading telecommunications provider. Using this model and my regional contacts, we are now proactively seeking innovative telecommunications and system integration organisations in the Asia Pacific region that want to deliver true cloud-based, leading edge customer communication solutions to their clients,’ said Roknic Dart and Roknic started in their roles in late January 2011. ENDSPhotography of Dart and Roknic available at http://www.ipscape.com.au/ourstories/media-photography About IPscapeIPscape uses modern cloud-based technologies to deliver a customer contact platform that can be operational in hours and adjusted to suit the minute-by-minute needs of the customer contact team. The IPscape solution is used predominantly in call or contact centres to alleviate issues around cost containment, speed to market, real-time insight & the integration of new communication channels such as social media. Clients include BT, Teleperformance, SP AusNet, Delfin Lend Lease and Northern Territory Government.More information from www.ipscape.com.auSee how cloud based contact centres work on YouTube - http://www.youtube.com/watch?v=CChjA2uSM1g

2010-12-06T03:40:50Z deloitte-names-ipscape-in-deloitte-technology-fast-500-asia-pacific-ranking

Sydney, Australia – 6 December 2010 – IPscape has been named in the Deloitte Technology Fast 500 Asia Pacific Ranking for 2010 with growth of 141 percent over three years. IPscape, recent winner of the 2010 Patron’s Rising Star Award from the NSW Government, uses modern cloud-based technologies, predominantly in call or contact centres, to alleviate issues around cost containment, speed to market, real-time insight and the integration of new communication channels, such as social media, for clients such as BT, Teleperformance, SP AusNet, Delfin Lend Lease and the Northern Territory Government. ‘In a year that the word “cloud” featured prominently in technology discussions from the boardroom to the water cooler, we are pleased to be recognised for delivering on the cloud promise,’ said Simon Burke, CEO at IPscape. ‘Our model is born in the cloud which translates into real-world benefits for our clients who should be commended for realising the distinct advantages true cloud delivers and rejecting the cloud charlatans that are more like a 1990’s managed service than a true cloud offering,’ stated Burke. The Deloitte Technology Fast 500 Asia Pacific Ranking is a global platform for measuring, recognising and analysing growth of the fastest growing technology companies in the region. Five hundred companies are ranked according to revenue growth rates over the past three years. ENDS About IPscapeIPscape uses modern cloud-based technologies to deliver a customer contact platform that can be operational in hours and adjusted to suit the minute-by-minute needs of the customer contact team. The IPscape solution is used predominantly in call or contact centres to alleviate issues around cost containment, speed to market, real-time insight & the integration of new communication channels such as social media. Clients include BT, Teleperformance, SP AusNet, Delfin Lend Lease and Northern Territory Government. More information from www.ipscape.com.au See how cloud based contact centres work on YouTube - http://www.youtube.com/watch?v=CChjA2uSM1g

2010-07-19T04:50:16Z twitter-customer-service-for-contact-centres

Sydney, NSW - 19 July 2010 - IPscape, an Australian cloud-based provider of contact centre technology, today announced beta availability of Twitter as an integral element in its multi-channel contact centre technology solution.According to IPscape, tweets to a customer service Twitter account can now join voice calls, emails and SMS messages in a single communication queue into the contact centre. Using the IPscape technology contact centre managers can assign specific people to respond to tweets in the queue.‘Twitter is well beyond the fad stage,’ said Simon Burke, CEO at IPscape. ‘While many seek to “sell” using Twitter, customers are already turning to Twitter for customer service and this is only going to increase. By sheer volume it will quickly move beyond being able to be managed by marketing and PR types. Ultimately existing experts in customer service, those in the contact centre, are perfectly placed to interact via this new channel.’The tweet functionality is offered as part of the overall IPscape contact centre solution, available on a pay-as you-use basis. With just a browser and business-grade broadband connection, clients have a complete inbound and outbound contact centre that easily scales to meet business needs and call or tweet volumes.“Our highly flexible cloud-based model improves staff productivity and eliminates the upfront capex and lengthy delays of traditional old world providers,’ said Burke. ‘Give us 24 hours and business-grade broadband and you’ll have a complete feature-rich multi-channel contact centre ready to go - last generation providers can’t even come close to that speed.’IPscape uses cloud-based technology to queue voice calls, emails, SMS messages and tweets in the cloud ready for the next contact centre agent to be available. Using the smarts of the IPscape software, tweets are queued just like emails or SMS messages and directed to the handpicked ‘approved to tweet’ agents. These same ‘approved to tweet’ agents can also respond to voice calls, email and SMS messages aiding contact centre productivity. Additionally, proactive tweets can be instigated by these agents to notify followers of emergencies or other general service messages.‘As an integral part of the IPscape contact centre, tweet statistics and measurement are now visible to managers,’ commented Burke. ‘Now management can compare inbound communication channels to better understand the drivers behind improving customer service and the time demands of a Twitter interaction channel.’In addition to the Twitter technology enablement, IPscape will be sponsoring social media workshops for contact centre managers. These workshops are designed to assist contact centre managers develop the prerequisite social media strategies and policies that will underpin their Twitter customer service interactions.The IPscape Twitter technology enablement is in limited beta to selected organisations with general availability in the next few months.More information at www.ipscape.com.au/twitter or contact IPscape on twitter@ipscape.com.au to register for the workshops.

2010-05-27T03:48:25Z ipscape-cloud-answers-the-call-for-tony-ferguson-weightloss

Sydney, NSW - 27 May 2010 - By turning to IPscape's cloud based call centre solution for its customer contact centre, Sydney company Tony Ferguson Weightloss has successfully managed its launch into the UK and gained new flexibility in how it handles customers.Head of technology Julian Lamb and call centre manager Daniel Silvestro began searching for a new contact centre solution late last year to support the launch of the brand into pharmacies throughout the UK.Lamb says the customer contact centre is a vital element in the Tony Ferguson philosophy to provide 24 by 7 telephone support and encouragement to customers anywhere in the world.“We had a traditional hardware PABX call centre onsite, but it was licensed for just 24 concurrent users, and the cost to upgrade it was substantial and would require more hardware and infrastructure,” Lamb says. “The call centre itself only had seats for 20 staff. Our thinking was that we would require a lot more agents than that to be able to service the requirements out of the UK, and hence the hardware solution wasn’t going to cut it.”So Lamb and Silvestro turned to the cloud for a solution, selecting a contact centre management system from Sydney-based IPscape. Rather than being installed on premises, the IPscape application is hosted on the web and delivered to users via their web browser. The new system was installed in mid-April, just a week before the company’s UK launch on April 21.Because the new system is web-based, Lamb says Tony Ferguson Weightloss has been able to increase the size of its call centre beyond the 20 physical call centre seats in its Penrith office.“Because it is web-based, if a desk has a PC and a telephone, then it is able to be used as a call centre desk,” Lamb says. “If we need more staff we just deploy them to other desks in the building.”As predicted, call volumes leapt dramatically after the UK launch, increasing by up to 50 percent. Lamb says the flexibility of the IPscape system has enabled Tony Ferguson Weightloss to run up to 40 call centre agents simultaneously within its offices, in addition to a 20 agent overflow contact centre in Queensland.The flexibility of being able to deploy call centre workers anywhere means in future Lamb will consider allowing some to work from home.“We’re examining the opportunities to provide more flexible work opportunities for our staff, such as mothers with children who could realistically work the nightshift from their own home using this technology,” Lamb says. “We could potentially utilise resources anywhere in Australia, or even in other countries, but right now we are keeping all of the jobs here.”The fact that Lamb was able to install the system quickly and ramp up capacity at will has given him a margin of comfort in knowing the contact centre can handle the growth of the business. He says he was also impressed by the software’s reporting capabilities, which provide real-time information on call centre performance, and the fact that it integrates easily with Salesforce.com’s customer and sales management system which the company uses.“You don’t want to over-capitalise on system for a peak period that can happen when you launch something that is new and exciting, and conversely you don’t want to lose the momentum that is generated in that time by not being able to handle the calls,” Lamb says.IPscape’s chief executive officer Simon Burke says Tony Ferguson Weightloss is a great example of how IPscape delivers a customer service solution which is simple, clever and fast.“The alternative they would face is going through a systems integration and consulting exercise with new hardware and software purchases,” Burke says. “All of those things take time and are very expensive.”Burke says his company’s software is meeting the needs of customers who are looking to be able to bring new products and services to market quickly. In one instance it was able to relocate a 100 seat call centre for Teleconnexions in just two hours after power was inadvertently cut off at its primary site.“What we are seeing companies do is make the customer service environment agile and dynamic, and they need the contact centre environment set up really fast,” Burke says. “Traditional call centre technology is very hard to change and very inflexible and we have worked really hard at providing a technology service that provides that agility.”He says that IPscape provides an additional benefit through a pricing model that charges on a per-second of usage basis, rather than on the number of seats deployed.“We’re not forcing clients to be locked into any technology infrastructure or any contract,” Burke says. “It is simply a usage-based model that they can try out. If it doesn't fit their needs then it is not locked in.”IPscape is also expanding its presence in the UK market, and Burke says that the launch of Tony Ferguson Weightloss there provides a strong reference. The company joined the NSW Government’s Australian Technology Showcase in October 2007 has been growing at a rapid rate, being named 84th in BRW’s Faster Starters list for 2010, 25th in the Deloitte Technology Fast 50 and winning the top award at the Tech23 showcase in 2009. IPscape has also added noted IT industry figure and former executive chairman of Australian security company 90East John Palfreyman to its board of directors. “The company has moved firmly from being start-up business three years ago to something where we are now in a position to move ahead with credibility and a clear vision of growth in Australia and into the UK,” Burke says.IPscape is also preparing for the launch of the next version of its infrastructure, which Burke calls the Intelligent Contact Cloud.“That will extend out multichannel communication, meaning that the contact centre will be able to take not only voice calls, emails and text messages, but also tweets and Facebook updates,” Burke says. “So it is really expanding and extending the types of communication media that a contact centre can have responsibility for.”ENDSAbout IPscapeIPscape uses modern cloud-based technologies to deliver a customer contact platform that can be operational in hours and adjusted to suit the minute-by-minute needs of the customer contact team. The IPscape solution is used predominantly in call or contact centres to alleviate issues around cost containment, speed to market, real-time insight and the integration of new communication channels such as social media. Clients include BT, Teleperformance, SP AusNet, Delfin Lend Lease and Northern Territory Government.More information from www.ipscape.com.auSee how cloud based contact centres work on YouTube - http://www.youtube.com/watch?v=CChjA2uSM1gPhotos of IPscape CEO available from http://www.ipscape.com.au/ourstories/media_centre

2010-04-29T01:46:17Z ipscape-is-a-2010-brw-fast-starter

Sydney, NSW - 29 April 2010 - Australian cloud contact centre technology provider, IPscape, has been recognised for its rapid business growth in the 2010 BRW Fast Starters list.IPscape uses modern cloud-based technologies to deliver a contact centre platform that can be operational in hours and adjusted to suit the minute-by-minute needs of the customer contact team. The IPscape solution is used predominantly in call or contact centres to alleviate issues around cost containment, speed to market, real-time insight & the integration of new communication channels such as social media. The 2010 BRW Fast Starters announcement is the latest milestone in a booming 2010 for IPscape. Earlier this year the company moved to larger premises in North Sydney and expanded staff by 30 percent including two notable appointments.John Palfreyman, an IT industry guru, has been appointed chairman of the privately-owned IPscape. Palfreyman has had a distinguished career at the helm of data security and IT hosting companies, including Baltimore Technologies and 90 East Ltd, and more recently as a Board member of Macquarie Telecom, MessageLabs and Lockstep Technologies. Palfreyman’s appointment reflects IPscape’s continued focus on information security and innovative IP based telecommunication solutions.IPscape’s sales and alliances has also been boosted with the appointment of Toby Ellis as Sales and Alliances Director. Ellis was most recently Senior Manager – Investor Services, Wholesale & Specialists Products at Leveraged Equities (the result of Bendigo Bank’s purchase of Macquarie Bank’s Investment Lending business) and has over ten years experience in customer service, contact centres and telesales environments. At IPscape Ellis is responsible for new business via direct and partner channels including the growing salesforce.com alliance.‘The 2010 BRW Fast Starter announcement is testament to the increasing acceptance of cloud-based customer service technologies in SME and large corporate markets,’ said Simon Burke, IPscape CEO.‘With a dynamic, dedicated team and leading edge technologies, this is just the first glimmer of IPscape’s expected growth over the rest of 2010,’ stated Burke.ENDSMore information from www.ipscape.com.auSee how cloud based contact centres work on YouTube - http://www.youtube.com/watch?v=CChjA2uSM1g

2010-03-25T05:51:43Z 100-seat-call-centre-operational-in-two-hours-1

Sydney, NSW - 25 March 2010 - Teleconnexions, a 100 seat direct response TV call centre, was operational in new premises yesterday just two hours after power was inadvertently cut-off at the previous office.As a outsourced contact centre receiving inbound calls from television campaigns, the power disruption could have been disastrous for both Teleconnexions and their clients.‘It was chaos but thanks to our IPscape technology platform and quick-witted staff we were up and running in our new Chippendale office in two hours,’ said Michael Pitt, Managing Director at Teleconnexions.‘We were relocating office to Chippendale at the end of the week, except someone at the power company must have got the dates wrong and we were in darkness three days before the scheduled departure,’ he said.The IPscape contact centre technology is a hosted system so with a single notification all inbound calls were immediately diverted to voicemail while staff and computer equipment made their way to the new office. Inbound calls were reconnected to the agents just 120 minutes later.‘The two hour time delay was more a factor of packing boxes, loading computers and screens into the car boot, ferrying staff to the new centre and setting up at the other end rather than anything to do with the IPscape technology,’ stated Pitt.IPscape call centre technology is hosted or cloud-based and combines call centre software and telco into a single service that can be accessed anywhere. For inbound and outbound contact centres IPscape provides all the advanced functionality required for a modern contact centre without the hassle and time delays associated with in-house infrastructure.‘With unpredictable events like storms, power outages, and accidents impacting businesses every day, our cloud-based model provides a super-adaptable solution to help call centres overcome these hurdles and get back to business quickly, said IPscape Chief Executive Officer, Simon Burke.IPscape’s contact centre solutions are used by clients such as BT, Teleperformance, Thomson Reuters, SP AusNet, Delfin Lend Lease and Northern Territory Government. ENDSMore information from www.ipscape.com.au or email info@ipscape.com.au See how cloud based contact centres work on YouTube - http://www.youtube.com/watch?v=CChjA2uSM1g

2009-12-16T07:02:48Z ipscape-s-cloud-ivr-delivers-cloud-benefits-to-traditional-call-centres

Sydney, NSW - 16 December 2009 - IPscape today launched ‘cloud IVR’, a cloud based interactive voice response system that easily integrates into existing infrastructure and systems in just hours - without on-premise hardware or software installation.According to Mark Jones, Operations Director at outsourcer Teleconnexions, IPscape cloud IVR has reduced Teleconnexion’s monthly telco bill by a third.‘We don’t need a massive number of expensive telco links because IPscape cloud IVR queues thousands of calls and only sends the calls to our agents when they are ready,’ said Jones. ‘That’s a $250,000 fixed cost saving annually.’As a cloud-based solution cloud IVR removes the ‘lines in’ restriction and costs normally associated with inbound contact centres. IPscape’s cloud IVR answers, manages, holds and transfers calls via the cloud, removing the resources drain of on-premise servers, software, telco lines and connections. Standard cloud IVR functionality includes a DIY click’n’build IVR builder, payment gateways for self-service payments, automated call back tracking and presentation, skills-based routing, voicemail, CLI pass-through and data capture.‘To rocket-boost IVR performance clever features like no-queue and take-a-number can simply be added to cloud IVR,’ said Simon Burke, CEO of IPscape.“No-queue” gives customers that wish to stay in the call queue, but not physically on the phone for the wait time, the option to be called when their call gets to the front of the call queue. Take-a-number adds a position in queue message to normal IVR operation.Cloud IVR is a component of the award-winning IPscape contact centre solution used by clients such as BT, Teleperformance, Thomson Reuters, SP AusNet, Delfin Lend Lease and Northern Territory Government. ENDS

2009-11-26T05:30:31Z ipscape-he-said-she-said-hosted-voice-recording-launched

Sydney, NSW - 26 November 2009 - IPscape today launched he-said-she-said, a hosted voice recording service for compliance that can be implemented in 24 hours.he-said-she-said can be used by call centre agents or sales team members to record inbound and / or outbound customer calls for management, compliance or quality assurance reasons. Using cloud-based technology, voice recording is simply and automatically added to every inbound and outbound call without extensive implementation or training and does not disrupt existing infrastructure and telco operations.According to Simon Burke, CEO at IPscape, ‘he-said-she-said’s fast and easy implementation also makes it a perfect “emergency” service if existing old world voice recording systems fail or simply can’t deliver the necessary reports.‘For organisations in insurance and financial services, he-said-she-said is a simple, reliable and easy way to comply with regulations around verbal proof of sale to keep revenues flowing,’ said Burke.he-said-she-said’s browser based management console provides DIY management of the service including search and download of voice recordings, managing which inbound numbers are recorded and exploring real-time and historic reports. The included real-time reporting and wall boards provides instant insight into call volumes and call duration. ‘Adding IPscape’s cloud-based Interactive Voice Response (IVR) explodes inbound capacity and enables clever skills-based routing, instant agent reallocation based on real-time demand and more granular up-to-the-second reporting including wait times and talk times,’ commented Burke.The he-said-she-said service is available immediately.ENDSAbout IPscapeBuilt from the ground up in Australia, IPscape's award-winning hosted or Software-as-a-Service (SaaS) call centre and customer contact solutions benefit from over 50 years first-hand call centre experience and the latest voice and data technologies. IPscape's SaaS approach is simple, clever and fast so clients can concentrate on customer service delivery not the infrastructure. More information from www.ipscape.com.auAnimation showing how cloud-based call centres work is available on YouTube at:http://www.youtube.com/watch?v=CChjA2uSM1g

2009-11-23T04:51:27Z ipscape-named-a-deloitte-technology-fast-50-winner-for-second-time

Sydney, NSW - 23 November 2009 - IPscape has been named as one of the 2009 Deloitte Technology Fast 50 winners, placing at 25 in the field of 50 winning technology companies.IPscape achieved year on year growth of over 171 percent and provides hosted or cloud-based call centre technology to clients such as BT, Teleperformance, Delfin Lend Lease, Northern Territory Government, Thomson Reuters and Hollard Financial Services.The Deloitte Technology Fast 50 program, now in its ninth year, ranks the 50 fastest growing public or private technology companies, based on percentage revenue growth over three years (2007 to 2009).It is the second time IPscape has been named as a Deloitte Technology Fast 50 winner.According to Joshua Tanchel, leader of Deloitte’s Technology Fast 50 Program, ‘this year’s winners are embracing technologies such as smart phones, cloud computing, virtualisation, infrastructure as a service, and robotics to improve efficiencies and reduce operational costs for their clients.‘They have also faced the challenges of difficult economic conditions and triumphed. Our program recognises 50 companies who are some of the most resilient and fastest growing in the Australian technology industry. This group of companies managed to stay focused and to prosper in the face of increased uncertainty and complexity,’ said Tanchel.‘It is fantastic to be recognised in this way,’ said IPscape CEO, Simon Burke. ‘There is an increasing demand for sophisticated inbound and outbound operations using hosted pay-as-you-use call centre technology; which translates into solid growth for IPscape.’ENDSEditor’s noteAnimation showing how cloud-based call centres work is available on YouTube at:http://www.youtube.com/watch?v=CChjA2uSM1gThe full Deloitte Technology Fast 50 Australia 2009 report can be downloaded from:http://www.deloitte.com/assets/Dcom-Australia/Local%20Assets/Documents/news-research/Press%20releases/Tech%20Fast%2050/Technology_Fast_50_Australia_2009.pdf

2009-09-30T01:44:51Z delfin-lend-lease-implements-ipscape

Sydney, NSW - 30 September 2009 - Delfin Lend Lease, a wholly-owned subsidiary of Lend Lease Corporation, has implemented IPscape technology as the next step in its digital communications toolset.Delfin Lend Lease is Australia’s leading developer of masterplanned communities with 25 projects and over 100,000 residents across Australia.According to Paul Bailey, Business Analyst at Delfin Lend Lease, IPscape was chosen from a short list of three providers as ‘they took the time to really understand our requirements and provided fantastic customer service throughout the process. IPscape does what it says on the box - it’s simple, fast, cost-effective and backed up by great customer service.‘Timely communication is an important part of our business,’ said Bailey. ‘In addition to our email marketing process, there was demand for a mobile phone based communication channel from customers and prospects. SMS was the logical next step in our digital communications toolset.’The IPscape cloud-based SMS technology integrates with the Delfin Lend Lease salesforce.com customer relationship application and enables Delfin Lend Lease to send mass-SMS announcements, event information and even surveys from the salesforce.com application.‘SMS is a great medium for instant response, ‘ said Bailey. ‘With IPscape it’s simple to communicate with our customer base instantly and get feedback and input back just as fast without having to worry about scalability.’The Delfin Lend Lease solution is a hybrid of the integrated call centre functionality of IPscape for salesforce.com and IPscape’s Call to Action mass communication tool. As a cloud-based solution it instantly scales according to the volume required for outgoing SMS and any replies.‘IPscape is pleased to assist Delfin Lend Lease deliver relevant communications via customers preferred communication channel without any impact to Delfin Lend Lease’s internal infrastructure,’ said Simon Burke CEO at IPscape. ENDS

2009-09-04T01:13:01Z ipscape-cloud-contact-centre-for-prosper-crm-announced

Sydney, NSW -- 3 September 2009 -- Australian contact centre provider IPscape today announced IPscape for Prosper CRM, a fully integrated contact centre module for Prosper CRM.IPscape for Prosper CRM was developed to deliver high-end call centre functionality including customer information screen pops for inbound calls and automated dialer for more efficient outbound calling from a Prosper customer record. The scalability of the IPscape cloud-based technology explodes the traditional physical ‘lines-in’ inbound limitation. The upfront cost of dedicated lines into the call centre tends to limit the number of inbound lines - effectively limiting the maximum number of callers talking to agents or on hold to the number of inbound lines.‘With IPscape you can theoretically have every one of your customers calling simultaneously and every last call would be answered by the IPscape IVR system,’ said IPscape CEO Simon Burke. ‘While thousands of simultaneous calls is unlikely to happen, the IPscape technology enables anyone in the organisation with a browser and headset to answer calls when there’s high demand; or for calls to be easily transferred to product experts outside the call centre.’The Prosper CRM integration enables customers to enter their customer number while in the IVR queue so the call centre agent has complete customer details onscreen when the call is answered.‘The integration with Prosper CRM alleviates manual customer lookups after answering the call,’ said Burke. ‘Now Prosper users can focus on the customer’s needs from the first second on the call.’IPscape has been providing cloud-based call centre solutions since 2005. The Sydney head office houses development and support of IPscape’s award-winning call and contact centre solutions used by over 20 Australian clients. The IPscape solution bundles telco voice, software, reporting and management on a per-second billing basis for inbound, outbound or blended requirements.‘Prosper CRM is used by many tier 2 and tier 3 financial institutions such as credit unions and building societies,’ said Steve Dumble, CEO at Prosper Business Solutions. ‘The IPscape integration enables these customers to enjoy leading edge call centre functionality for inbound and outbound operations at a fraction of the cost of traditional providers.’ IPscape for Prosper CRM includes all the standard features of IPscape’s award-winning solutions such as predictive dialler, voice recording, IVR, queue management, real-time reporting and communication via voice, SMS or email.ENDS