ipSCAPE Features
What are the features of ipSCAPE?
Channels
- Voice
- Social
- Web Chat
- Mobile SMS
Functions
- Session Routing
- Session Queuing
- Concurrent Calling
- Speech Analytics
- Auto Dialer
Administrative
- Session Summary Notes
- Administrator Access
- Reporting & Dashboards
- Session Recording
- Agent Scheduling and Assignment
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ipSCAPE Categories on G2
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Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. | Not enough data | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. | Not enough data | |
Community Forums | Enables users to engage with other users to solve common issues. | Not enough data | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences | Not enough data |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | Not enough data | |
Automation | Automates some or all operation related tasks | Not enough data | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | Not enough data |
Communication
Pop-up Chat | Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | Not enough data | |
Notifications | Delivers notifications to both sides of the conversation. | Not enough data | |
Targeted Emails | Sends automated emails to further engage clients and potential clients. | Not enough data | |
In-App Messaging | Allows for live chat to be enabled within the app for customer help. | Not enough data | |
Co-Browsing | Allows agents to join a customer's browser session and navigate through the website with them. | Not enough data |
Internal Use
Customization | Allows users to customize chat colors, text, logos, and branding. | Not enough data | |
Conversation Archiving | Archives conversations in a separate location for later reference. | Not enough data | |
Lead Development | Enables employees to denote potential customers. | Not enough data | |
Knowledge Base | Establishes a knowledge base for employee reference during conversations. | Not enough data | |
Team Inbox | Provides a central location for help requests, helping employees respond sooner. | Not enough data | |
Customer Profiles | Allows for the creation of profiles for contacts and customers. | Not enough data |
Basic Communication
Phone Calls | Enables users to place phone calls over the internet. | Not enough data | |
Video Calls | Enables users to place video calls over the internet. | Not enough data | |
Instant Messaging | Enables users to send instant messages over the internet. | Not enough data | |
Screen Sharing | Enables users to share screens over the internet. | Not enough data | |
Conference Calls | Enables multiple users to make phone or video calls over the internet at once. | Not enough data | |
Desk-to-Desk Calls | Enables users to contact one anothers through mobile phones and landlines. | Not enough data |
Advanced Features
Hold Music | Offers users the option to play music for contacts who are on hold. | Not enough data | |
Automated Attendants | Offers users the option to set up an automated attendant to field calls and information when employees are unavailable. | Not enough data | |
VOiP Number | Offers users a unique number that can be dialed from anywhere. | Not enough data |
Access
Software Pairing | Allows users to download the tool as an add-on to subscriptions to specific services such as Outlook 365. | Not enough data | |
Browser Extension | Allows users to download the tool along as an extension to their browser of choice. | Not enough data | |
Individual Download | Requires users download the software on its own. | Not enough data |
Calling
Record Calls | Records calls for future reference. | Not enough data | |
Generate Location | Generates an area code local to where the user is calling to increase likelihood of pick-up. | Not enough data | |
Call Types | Allows users to perform calls from their preferred device, whether laptop, desktop, mobile or otherwise. | Not enough data | |
Click-to-Call | Gathers contacts from integrated tools, allowing users to call with one click. | Not enough data |
Contacts
Personalization | Retains a log of extraneous contact information such as timezone and contact engagement. | Not enough data | |
Information Locater | Finds and opens saved contact information for reference at the time of a new call. | Not enough data | |
Record Prospect Data | Allows users to denote which contacts they believe are prospective customers. | Not enough data |
Insights
Notes | Allows users to take notes during or after the call for future reference. | Not enough data | |
Daily Summary | Delivers users a daily summary of activity. | Not enough data | |
Automated Voicemails | Sends automated voicemails to prospective clients who fail to answer. | Not enough data | |
Automated Emails | Sends automated emails to increase engagement with prospective clients. | Not enough data | |
Sorts Prospects | Organizes contacts based on probability of success. | Not enough data |
Dialing Options
Preview Dialing | Presents information about the individual being called before the call begins. | Not enough data | |
Progressive Dialing | Gives agent a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. | Not enough data | |
Predictive Dialer | Uses an algorithim to predictive when an operator will be available to handle their next call. | Not enough data |
Agent Tools
Omnichannel | Ensures that the caller experience is seamless across their entire call. | Not enough data | |
Whisper Coaching | Allows a supervisor to listen to a call and train in real time. | Not enough data | |
Callback Scheduling | Reschedules calls within the software itself, either through a prompt or by the agent themselves. | Not enough data | |
Call Recording | Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. | Not enough data |
Automation
Voice Activity Detection | Decides response type by determining if voice is a human response or an answering machine. | Not enough data | |
Voice Broadcast | Presents a prerecorded audio message when the call is answered. | Not enough data | |
Interactive Voice Response (IVR) | Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents. | Not enough data | |
Call Scrubbing | Removes phones numbers in an uploaded phone list of numbers in the National Do Not Call Registry. | Not enough data | |
API / Integrations | Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications. | Not enough data |
Quality Assurance
Evaluation | Provides tools for evaluating customer interactions | Not enough data | |
Calibration | Offers features for maintaining fair and consistent scoring | Not enough data | |
Reports | Generates quality and performance reports | Not enough data |
Engagement
Feedback | Tools for providing personalized feedback and coaching sessions | Not enough data | |
Dashboards | Provides a centralized dashboard for agents to view their scores and feedback | Not enough data | |
Training | Tools for educating and training agents | Not enough data |
Performance
Integrations | Integrates with other customer service or CRM software | Not enough data | |
Compliance | Helps ensure customer privacy and data protection | Not enough data |
Channels
Voice | Based on 12 ipSCAPE reviews. Provides voice call functionality. | 99% (Based on 12 reviews) | |
Social | Provides an interface for one or more social media channels. This feature was mentioned in 12 ipSCAPE reviews. | 97% (Based on 12 reviews) | |
Web Chat | Includes or integrates with live chat initiaited from the company's web site. 11 reviewers of ipSCAPE have provided feedback on this feature. | 97% (Based on 11 reviews) | |
Mobile SMS | Accepts contacts initiated through SMS or other mobile text functions. This feature was mentioned in 11 ipSCAPE reviews. | 97% (Based on 11 reviews) | |
Allows CSRs to receive and answer customer emails. 10 reviewers of ipSCAPE have provided feedback on this feature. | 97% (Based on 10 reviews) |
Functions
Session Routing | Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. This feature was mentioned in 11 ipSCAPE reviews. | 97% (Based on 11 reviews) | |
Session Queuing | Callers can be routed to a queue or placed on hold until an agent becomes available. This feature was mentioned in 10 ipSCAPE reviews. | 97% (Based on 10 reviews) | |
Concurrent Calling | Based on 10 ipSCAPE reviews. Place a large or unlimited volume of calls simultaneously without diminishing the call quality. | 97% (Based on 10 reviews) | |
Speech Analytics | Provides some level of analytics based on keywords and vocal tones. This feature was mentioned in 10 ipSCAPE reviews. | 97% (Based on 10 reviews) | |
Auto Dialer | Based on 10 ipSCAPE reviews. Has auto dialing or predictive dialing functions for outbound use. | 97% (Based on 10 reviews) | |
IVR | Includes an interactive phone menu. This feature was mentioned in 10 ipSCAPE reviews. | 97% (Based on 10 reviews) | |
Inbound Screen Pop | As reported in 10 ipSCAPE reviews. Populates CSR's screen with available customer data. | 97% (Based on 10 reviews) | |
Persistent Data | Based on 10 ipSCAPE reviews. Maintains and shares information across channels and agents as the case progresses. | 97% (Based on 10 reviews) |
Administrative
Session Summary Notes | As reported in 13 ipSCAPE reviews. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. | 100% (Based on 13 reviews) | |
Administrator Access | Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. 13 reviewers of ipSCAPE have provided feedback on this feature. | 99% (Based on 13 reviews) | |
Reporting & Dashboards | As reported in 11 ipSCAPE reviews. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | 100% (Based on 11 reviews) | |
Session Recording | As reported in 11 ipSCAPE reviews. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. | 98% (Based on 11 reviews) | |
Agent Scheduling and Assignment | Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. This feature was mentioned in 12 ipSCAPE reviews. | 99% (Based on 12 reviews) |
Messaging Channels
SMS Messaging | Ability to send reminders via SMS messaging to a mobile device | Not enough data | |
Ability to send proactive notifications via email | Not enough data | ||
Voice Messaging | Ability to send reminders via voice messaging | Not enough data | |
Two way messaging | Ability to support a two way messaging/conversation between customer and customer support agent | Not enough data |
Administration
Scheduling | Ability to schedule push notifications at a specific date and time, or set an expiration for time-bound messages | Not enough data | |
Triggered Notifications | Provides the ability to automate notifications based on user behavior | Not enough data | |
Segmentation | Ability to segment audiences based on device type, location, demographics, customer behavior, etc. | Not enough data | |
Integrations | Ability to integrate with other software that stores customer data to generate reminders (i.e. CRM software) | Not enough data |
Sorting & Filtering
Attachment Search | Enables users to search for specific email attachments. | Not enough data | |
Tags | Allows users to create and assign custom tags to emails. | Not enough data | |
AI Sorting | Automatically sorts mail into untuitive categories and/or folders. | Not enough data | |
Predefined Rules | Allows users to set up predefined rules to automatically sort incoming mail. | Not enough data |
Integrations
Microsoft Outlook Integration | This software integrates with Microsoft Outlook. | Not enough data | |
Gmail Integration | This software integrates with Gmail. | Not enough data | |
Apple Calendar Integration | This software integrates with Apple Calendar. | Not enough data |
Time Management
Unified Inbox | Provide a unified inbox to manage multiple accounts at once. | Not enough data | |
Email Automation | Provide the ability to automatically send recurring emails. | Not enough data | |
Snooze | Provide a feature to snooze, or defer, non-urgent emails. | Not enough data |
Generative AI
AI Text-to-Speech | Simulates human-like speech from text inputs. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text-to-Speech | Simulates human-like speech from text inputs. | Not enough data |
