The typical implementation process for Scape Connect software involves several steps to ensure smooth deployment and integration into a business environment. Here’s an outline of the process:
Initial Consultation and Planning:
A detailed implementation plan is created, outlining the steps, timelines, and resources required.
Configuration and Customization:
Customization options are explored to ensure the software meets specific business needs.
Integration:
This may include CRM systems, telephony infrastructure, and other business applications.
Testing:
This includes user acceptance testing (UAT) to validate the system's performance in real-world scenarios.
Training:
Training materials and support documentation are also provided.
Go-Live and Support:
Customization process for Scape Connect:
Flexible Configuration: The software can be configured to match the unique workflows and processes of different businesses.
Integration Capabilities: It supports integration with various third-party applications and systems, allowing businesses to create a unified technology ecosystem.
Scalability: The platform is scalable, enabling businesses to adjust the software as their needs evolve.
Training and supports for Scape Connect:
Training Resources:
Documentation: Detailed documentation is available to help users understand and navigate the software.
In-Person Training: On-site training sessions can be arranged for a more hands-on learning experience.
Live Online Training: Real-time online training sessions are available, allowing users to interact with trainers and ask questions.
Videos and Webinars: Pre-recorded videos and live webinars provide additional learning resources.
Support Services:
Phone Support: Users can get assistance via phone.
Chat Support: Live chat support is available for real-time problem resolution.
FAQ and Forum: A comprehensive FAQ section and user forums provide answers to common questions and community support.
Knowledge Base: An extensive knowledge base offers articles and guides on various aspects of the software.
Scape Connect security measures details are outlined below:
Encryption: Scape Connect uses encryption to protect sensitive data, including during payment processes. This involves tokenization, where sensitive data such as credit card details are encrypted and replaced with a non-sensitive equivalent, referred to as a 'token'.
PCI DSS Compliance: The software adheres to the Payment Card Industry Data Security Standard (PCI DSS), which mandates stringent security measures for handling payment data. This includes building and maintaining a secure network, protecting cardholder data, maintaining a vulnerability management program, implementing strong access control measures, regularly monitoring and testing networks, and maintaining an information security policy.
Data Destruction: Scape Connect ensures that data is destroyed when it is no longer needed, which helps prevent exposure in case of a privacy breach. This is particularly relevant with the upcoming changes to the Privacy Act 1988 (Cth), which will require businesses to handle and store personal information more securely.
Call Recording Security: The call recording storage solution, ipSCAPE RAMP, allows businesses to store, access, and manage historical recordings securely. It includes features for manually deleting recordings and creating deletion rules based on specific parameters, ensuring compliance with GDPR and other privacy regulations.
Scape Connect Update methos are explained below:
Update Frequency: ipSCAPE provides updates and new releases as part of its support services. Customers are required to install these updates or new releases upon notification from ipSCAPE.
Notification and Implementation: ipSCAPE commits to providing customers with no less than six months' notice prior to any change to the software or API that may alter the customer’s experience or require changes to the API interface or minimum operating specifications.
Support for Updates: For customers subscribed to a support package, ipSCAPE provides support for the installation of updates and new releases. For those not subscribed, support related to integrations is provided on a 'best effort' basis, and professional services charges may apply for integration support.
Scape Connect data ownership details outlined below:
Data Ownership:
Customer Data as Confidential Information: ipSCAPE acknowledges that Customer Data is the Customer’s Confidential Information. This means that the customer retains ownership of their data and ipSCAPE treats it with the same level of confidentiality as other sensitive information.
Customer Responsibility: The customer is solely responsible for the accuracy, quality, integrity, legal compliance, reliability, appropriateness, and rights ownership of all Customer Data.
Data Access and Inspection:
Inspection Rights: ipSCAPE will, upon reasonable notice, make any Customer Data and related documents available for inspection by the customer, subject to the payment of an additional charge.
Data Use by ipSCAPE:
Service Provision: ipSCAPE may use Customer Data to provide the services as per the agreement and to develop, analyze, and market its services, provided the data is anonymized to comply with confidentiality obligations.
Data Portability:
Cloud Hosting: ipSCAPE hosts its services on cloud service providers, which means that Customer Data is stored and processed using cloud infrastructure. This facilitates data portability as the data can be accessed from different geographic locations.
Data Destruction:
Scalability:
User Management: The platform allows for easy creation of new user instances, enabling businesses to scale up during busy periods or scale down when demand decreases.
Remote Access: As a cloud-based platform, ipSCAPE supports remote work, allowing agents to work from anywhere with an internet connection. This flexibility supports scaling operations without the need for physical infrastructure changes.
Business Continuity:
Emergency Response: ipSCAPE includes features such as emergency response workflows for IVR and routing controls, which can be adjusted to suit business needs during unexpected events, ensuring continuity of operations.
OPEX Model:
Pay-as-You-Go: ipSCAPE operates on an OPEX (Operational Expenditure) model, which means businesses pay a license fee based on usage. This model supports financial flexibility, allowing businesses to adjust their expenditure in line with their operational needs.
Integration and Customization:
Open API: The platform offers open API functionalities, enabling seamless integration with other applications and systems. This allows businesses to customize their setup and scale their operations as needed.
Support for Scaling:
Scape Connect adheres to the following compliance standards:
PCI DSS Compliance: ipSCAPE meets the Payment Card Industry Data Security Standard (PCI DSS) requirements, ensuring secure handling of credit card transactions. This includes secure payment processing over the phone, through interactive voice response (IVR), or caller self-input via dial-pad.
GDPR Compliance: ipSCAPE’s call recording storage solution, ipSCAPE RAMP, is designed to comply with the General Data Protection Regulation (GDPR). It includes features for securely storing, accessing, and managing call recordings, as well as the ability to delete recordings and personal data as required by GDPR.
