IPscape
Last Updated
Overview
IPscape provides a cloud-native contact center solution to help businesses in simplifying omnichannel customer engagement and maximizing sales productivity. While the initial setup can require some effort, its extensive enterprise-grade features and focus on compliance and flexibility makes it a compelling choice for scalable customer handling.
IPscape Specifications
- Omnichannel Support
- Interactive Voice Response (IVR)
- Predictive Dialing
- CRM Integration
IPscape Features
Personalised Scripting Module
IPscape provides agents with tailored scripts that integrate with other business technology and tools. It enables the capture of data and ensures consistent messaging, which allows agents to create personalized customer experiences.
Automatic Call Distribution
The software uses smart routing options to automatically distribute incoming calls to the most appropriate agent or department. This feature ensures quick connection times and improves the efficiency of the service team.
AI Call Summarisation
This feature uses AI technology to generate automated call summaries and notes, which significantly reduces the administrative workload for agents. Summaries and data are automatically sent to the CRM to improve record accuracy.
Real-Time Reports and Wallboards
Managers can gain immediate visibility into operations through powerful live reports and wallboards accessible through the cloud platform. This allows for real-time tracking of agent availability and key metrics to measure contact center performance.
Agent Coaching and Performance Management
The platform supports performance improvement using emotion, resolution, and objection handling metrics. This is used to drive agent coaching and enhances the overall CX and compliance outcomes.
Pros And Cons of IPscape
Pros
Offers insight into the number of waiting calls to manage load
Allows quick checking and monitoring of agent activities
Allows listening to previous calls for personal improvement
Cons
Occasional error when changing pause reasons or wrapping a call
Sometimes experiences latency on the tools
IPscape Reviews
Total 10 reviews
4.9
All reviews are from verified customers
Rating Distribution
5
Stars90%
4
Stars10%
3
Stars0%
2
Stars0%
1
Stars0%
Share your experience
Small Business, 11-50 employees
“helpful for call monitoring”
Pros
It's been really useful for keeping track of our calls and monitoring handling time.
Cons
I haven't run into any issues with it since it helps a lot during our calls.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
9
Functionality
10
Mid Market, 51-100 employees
“amazing call review function”
Pros
Working with IPscape has been incredibly useful in my role as a quality analyst especially because it lets me review calls and export the data I need. Being able to listen back to calls is a big part of how I provide meaningful feedback to my team so that feature is especially valuable to me.
Cons
Honestly, I can't think of anything I dislike about it. I use it every single day and it has been a huge help in my work. At this point, it's hard to imagine doing my job without it because I genuinely rely on it so much.
Rating Distribution
Ease of use
8
Value for money
9
Customer Support
10
Functionality
10
Small Business, 11-50 employees
“Accurate time tracking”
Pros
The software gives me accurate time records which has been really reliable for keeping track of everything properly.
Cons
Sometimes errors show up on our end although they get resolved quickly enough.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
9
Frequently Asked Questions
Does IPscape offer an API?
Yes, IPscape provides an API.
What types of pricing plans does IPscape offer?
The vendor offers three plans: Connect ($89/user/month), Converse ($139/user/month), and Converge ($159/user/month). Request a customized IPscape price plan for your business today!
Does IPscape have a mobile app?
Information regarding a dedicated mobile app has not been specified by the vendor.
Who are the typical users of IPscape?
IPscape features are designed for businesses in industries like government, healthcare, education, retail, utilities, and BPO.
What other apps does IPscape integrate with?
The platform integrates with various software including ServiceNow, Zendesk Suite, Salesforce, Microsoft Dynamics 365, HubSpot, and Zoho CRM.
What level of support does IPscape offer?
The platform provides support through phone and contact form.
What language does IPscape support?
The platform currently supports the English language.