Scape Connect is a customer service solution designed to enhance and streamline inbound customer interactions. At its core, the platform leverages advanced Interactive Voice Response (IVR) technology to efficiently route callers to the most appropriate agents, ensuring that customer inquiries are handled promptly and effectively. The system also offers personalization features, including agent scripts, which enable representatives to provide tailored experiences to callers. To further improve customer satisfaction, Scape Connect incorporates automated callback functionality, ensuring that no customer interaction opportunity is missed, even during peak call times. The platform places a strong emphasis on data-driven decision-making and continuous improvement. Scape Connect provides robust reporting capabilities that allow businesses to gain valuable insights into their customer service operations. These reports cover crucial metrics such as call volumes and reasons for inquiries, enabling organizations to refine their strategies and enhance overall service quality. By harnessing these insights, businesses can make informed decisions to improve their customer service processes, boost customer satisfaction, and optimize operational efficiency.
Scape Connect also sets itself apart through its strong focus on compliance and quality assurance. The platform includes built-in call recording features and quality assurance modules, which not only help businesses adhere to regulatory standards but also facilitate performance monitoring and assessment of customer service teams. Additionally, the incorporation of post-call surveys to measure CSAT and NPS metrics allows businesses to quickly identify and address issues raised by dissatisfied customers while recognizing and leveraging satisfied customers to drive retention and loyalty. This comprehensive approach to compliance, quality assurance, and customer feedback creates a holistic solution that goes beyond basic call center functionality, positioning Scape Connect as a powerful tool for businesses looking to elevate their customer service operations.
Seller
ipSCAPE
HQ Location
North Sydney, Australia
Company Website
https://ipscape.com/
Contact
+61 1300477227
Year Founded
2005
Chat/Messaging
Multi-User Collaboration
Multi-Channel Communication
IVR technology
Caller routing
Agent scripts
Automated call back features
Performance reporting
English
Where in GCC does Scape Connect have offices?
Not available.
Who are Scape Connect customers in the Middle East?
Not available.
What is Scape Connect local address?
Not available.
Is Scape Connect platform available in Arabic?
Not available.
Does Scape Connect platform use AI? And where?
Yes.
AI Speech Analytics: Scape Connect uses advanced AI speech analytics to analyze customer conversations in real-time. This technology monitors both agent and customer language, identifying sentiment, intent, expressions, and emotions. The insights gained from this analysis can be used to monitor compliance, enhance retention strategies, and optimize operational processes.
AI Call Summarization: The platform leverages AI to automate the task of writing call summaries. Conversations are automatically transcribed and summarized, and these summaries are then synced into the customer’s record within leading CRMs such as Salesforce and ServiceNow. This reduces the time spent on post-call administration and improves operational efficiency.
Customer Feedback Transcription: Scape Connect uses AI to automate the collection and transcription of customer feedback. The AI-driven solution captures the voice of customers and their NPS scores within after-call satisfaction surveys. The feedback is securely stored and can be analyzed to uncover customer sentiments and improve service experiences.
Virtual Agents and Neural Voices: The platform incorporates virtual agents with a range of Neural Voices available in multiple languages. These virtual agents can be integrated into IVR workflows, providing a consistent brand experience and empowering self-service options. The technology is powered by Azure Cognitive Services, offering over 150 Neural Voices or the option to create custom synthetic voices.
AI-Driven Customer Journeys: AI is used to create customer journeys that automate communications and improve agent productivity. This includes intelligent call routing, which uses AI to reduce call times by directing calls to the most appropriate agents based on predefined rules and customer preferences.
What AI does Scape Connect use? ChatGPT, etc.?
Azure Cognitive Services: The platform uses Azure Cognitive Services for its virtual agents and Neural Voices, enabling advanced speech recognition and synthesis capabilities.
Machine Learning Models: Scape Connect employs machine learning models to analyze customer interactions, predict key performance metrics, and identify patterns in customer behavior and sentiment.
Is Scape Connect a web3 company?
No.
Is there any web3 components?
No.
$ 25
Per User Per Month
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