ipSCAPE Features

Provides a repository of information that can be used by those seeking support.

Makes articles in the knowledge base searchable on the web.

Enables users to engage with other users to solve common issues.

Optimizes the customer self-service experience on mobile devices

Gives the user targeted, personalized results based on their activity or preferences

Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.

Automates some or all operation related tasks

Utilizes artificial intelligence to improve workflows or customer experiences

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

Delivers notifications to both sides of the conversation.

Sends automated emails to further engage clients and potential clients.

Allows for live chat to be enabled within the app for customer help.

Allows agents to join a customer's browser session and navigate through the website with them.

Notifications that are delivered to users as soon as an event occurs

Engage in direct, instant messaging with consumers

Allows users to customize chat colors, text, logos, and branding.

Archives conversations in a separate location for later reference.

Enables employees to denote potential customers.

Establishes a knowledge base for employee reference during conversations.

Provides a central location for help requests, helping employees respond sooner.

Allows for the creation of profiles for contacts and customers.

Records calls for future reference.

Generates an area code local to where the user is calling to increase likelihood of pick-up.

Allows users to perform calls from their preferred device, whether laptop, desktop, mobile or otherwise.

Gathers contacts from integrated tools, allowing users to call with one click.

Has auto-dialing or predictive dialing functionality.

Retains a log of extraneous contact information such as timezone and contact engagement.

Finds and opens saved contact information for reference at the time of a new call.

Allows users to denote which contacts they believe are prospective customers.

Manage, organize, and store contact information

Allows users to take notes during or after the call for future reference.

Delivers users a daily summary of activity.

Sends automated voicemails to prospective clients who fail to answer.

Sends automated emails to increase engagement with prospective clients.

Organizes contacts based on probability of success.

Automatically transcribes and summarizes meeting discussions.

Software program that continuously adjusts its behavior based on observed data

Presents information about the individual being called before the call begins.

Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing.

Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently.

Allows a supervisor to listen to a call and train in real time.

Reschedules calls within the software itself, either through a prompt or by the agent themselves.

Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Receive data and information in real time

Ability to chat online in real time

Schedule date and time for callbacks/follow-up calls or reminders

Decides response type by determining if voice is a human response or an answering machine.

Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department.

Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry.

Provides tools for evaluating customer interactions

Offers features for maintaining fair and consistent scoring

Generates quality and performance reports

Tools for providing personalized feedback and coaching sessions

Provides a centralized dashboard for agents to view their scores and feedback

Tools for educating and training agents

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Set up connections to third-party platforms to improve business processes

Helps ensure customer privacy and data protection

Provides voice call functionality.

Provides an interface for one or more social media channels.

Ability to chat online in real time

Accepts contacts initiated through SMS or other mobile text functions.

Allows CSRs to receive and answer customer emails.

Sends voice calls to a specific queue based on predetermined criteria

Callers can be routed to a queue or placed on hold until an agent becomes available.

Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

Provides some level of analytics based on keywords and vocal tones.

Has auto dialing or predictive dialing functions for outbound use.

Includes an interactive phone menu.

Populates CSR's screen with available customer data.

Maintains and shares information across channels and agents as the case progresses.

System calls multiple numbers at once and connects the agent to the first number that answers

Tickets are automatically assigned to specific agents based on predefined rules

Analyze and gain insights into data in real-time

View and track pertinent metrics to find patterns and gain insights from data

Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

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.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.

Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.

Schedules callback times

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Track and report on all incoming and outgoing calls

Ability to send reminders via SMS messaging to a mobile device

Ability to send proactive notifications via email

Ability to send reminders via voice messaging

Ability to support a two way messaging/conversation between customer and customer support agent

Ability to schedule push notifications at a specific date and time, or set an expiration for time-bound messages

Provides the ability to automate notifications based on user behavior

Ability to segment audiences based on device type, location, demographics, customer behavior, etc.

Ability to integrate with other software that stores customer data to generate reminders (i.e. CRM software)

Use AI to generate content in the form of text, images, videos, etc.

Condenses long documents or text into a brief summary.

Simulates human-like speech from text inputs.

Use AI to generate content in the form of text, images, videos, etc.

Condenses long documents or text into a brief summary.

Sends voice calls to a specific queue based on predetermined criteria

Use AI to generate content in the form of text, images, videos, etc.

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Set up connections to third-party platforms to improve business processes

Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc.

Computer-telephony integration is the use of computers to manage telephone calls

Capability to perform complex tasks without constant human input

Engages in human-like conversation for task delegation

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Set up connections to third-party platforms to improve business processes

Computer-telephony integration is the use of computers to manage telephone calls

Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times.

Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions.

Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review.

Listen to live phone conversations for the purpose of training and assessing agent performance

Active monitoring of systems, applications, or networks

View and track pertinent metrics to find patterns and gain insights from data

Turns text into natural sounding speech

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Track and document all activities across devices, networks, and other systems

Sends voice calls to a specific queue based on predetermined criteria

Provide agents with a typical response for common call subject matter

Manage, organize, and store contact information

System automatically dials the next number on the contact list after the previous call ends

System provides callee information to agent prior to the call to help determine whether or not to make the call

System that automatically dials calls

Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number

Active reporting of data and metrics

A collection of customer information such as contact details, demographics, previous interactions, etc.

Store information about leads or contacts and track, manage and nurture them throughout the sales process

System calls multiple numbers at once and connects the agent to the first number that answers

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

Identify which applications need to exchange data and enable these data connections

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Distribute/route/connect calls

Create a collection of marketing actions to complete specific goals and plan and analyze campaign results

Use AI to generate content in the form of text, images, videos, etc.

Track interaction history by documenting conversations for contacts

Identify the number and contact information of a caller before answering the phone

Transfers live calls to other agents

Track and report on call outcomes

Computer-based system that allows users to send and receive voice messages

Communicate using direct chat or messages within the system

Dials outbound calls automatically

Track and report on all incoming and outgoing calls

Application programming interface that allows for integration with other systems/databases

Centralized database of stakeholders and their contact information such as names, address, phone number etc.

Automatically identify and save contact information of potential customers

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

Manage and track all past and future calls.

Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls

Control the name and number that appears on outbound caller ID

Manage contacts across multiple mailing lists

Customize data fields to support various needs and use cases

Software program that continuously adjusts its behavior based on observed data

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Manage multiple campaigns in one system

Create, design and manage workflows for repetitive tasks

Collects essential call data such as call origin, call destination, call length, and other transaction details

Route and distribute your leads to third party buyers

Monitor wait time and abandonment for incoming requests that have not been routed

A call center that primarily receives calls, typically customer service focused

Caters to sales teams

Protect sensitive data for digital privacy

A call center that primarily makes calls, typically sales focused

Organize and manage the accomplishments and development of employees or performance of applications or systems

Track and manage adherence to policies for any service, product, process, or supplier

Access software remotely via mobile devices

Manage, store and organize emails within the system or via third-party apps

Analyze and gain insights into data in real-time

Manage, store and organize emails within the system or via third-party apps

Application programming interface that allows for integration with other systems/databases

Allow users to access multiple services after entering their login credentials once

Search and filter data across systems to locate required information by entering keywords or certain criteria

Provides a channel for team members to share media files, communicate, and work together

Set up connections to third-party platforms to improve business processes

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Shortcuts for inputting frequently used messages

Gauge satisfaction and receive information for improvement and success

View and track pertinent metrics to find patterns and gain insights from data

Transfer queries and organize messages between agents

Geographic location of visitors determines behavior of the software

Track interaction history by documenting conversations for contacts

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

View messages sent by both parties during the chat conversation

Store and organize documents in a centralized system

Digitally share screen view with others

Manage, organize, and store contact information

Create and automatically send premade copy in response to customer messages

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Access software remotely via mobile devices

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Form to collect visitor contact information when live chat isn't available

Active monitoring of systems, applications, or networks

Allow customers/users to submit support queries and service requests

Public or private sharing of digital files such as documents, audio/video, images, and more

Application programming interface that allows for integration with other systems/databases

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Transfers live calls to other agents

Import and export data to and from software applications

Provide agents with a typical response for common call subject matter

Track interaction history by documenting conversations for contacts

Provides a channel for team members to share media files, communicate, and work together

Listen to live phone conversations for the purpose of training and assessing agent performance

Alter the layout and content of reports

Manage, organize, and store contact information

Track and document all activities across devices, networks, and other systems

Distribute/route/connect calls

Centralized database of stakeholders and their contact information such as names, address, phone number etc.

AI-based platform which conducts a conversation via auditory or textual methods

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

Organize and manage the accomplishments and development of employees or performance of applications or systems

Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Focuses on improving processes by collecting data and spotting bottlenecks or other challenges.

Agents can view and manage all customer requests and interactions.

Monitor wait time and abandonment for incoming requests that have not been routed

Access previous interactions or concerns to maintain customer relationships

Computer-based system that allows users to send and receive voice messages

Observe and track the demand, usage, progress or quality of a system, product, or user

Manage and track all past and future calls.

Communicate using direct chat or messages within the system

A set of processes to optimize the productivity of its employees

Create a collection of marketing actions to complete specific goals and plan and analyze campaign results

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Manage, store and organize emails within the system or via third-party apps

Identify the number and contact information of a caller before answering the phone

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Active monitoring of systems, applications, or networks

Visualize and analyze customer experience across all touchpoints and channels

Conduct & deliver coaching sessions to improve employee performance or facilitate development

Monitor wait time and abandonment for incoming requests that have not been routed

Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral

Listen to live phone conversations for the purpose of training and assessing agent performance

Focuses on improving processes by collecting data and spotting bottlenecks or other challenges.

Tool to send questionnaires to customers to gauge feedback

Agents can view and manage all customer requests and interactions.

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Provides a channel for team members to share media files, communicate, and work together

Boards that use custom metrics to show how leading performers compare to other individuals/teams

Builds a system of recognition and rewards to encourage employee performance and link outcomes to business needs

A set of processes to optimize the productivity of its employees

View and track pertinent metrics to find patterns and gain insights from data

Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement.

System calls multiple numbers at once and connects the agent to the first number that answers

Connect with meeting participants remotely over video

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Tracking the status of previously identified performance measurements

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service

Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response

Manage, organize, and store contact information

Create multiple models or equations for generating scores

Receive system updates as soon as any changes are made

Track interaction history by documenting conversations for contacts

Record the audio of phone conversations for quality assurance purposes

Software program that continuously adjusts its behavior based on observed data

Record and save a video file of what is happening on a computer screen

Streamlining repetitive tasks and activities through automated and predefined workflows

Manage the process of planning and scheduling meetings, including agenda creation

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Timed notification for any upcoming task, deadline, appointment, or activity

Algorithmically generated suggestions based on user behaviors, preferences, or data patterns to enhance UX, productivity, or engagement

Route and distribute your leads to third party buyers

Create, design and manage workflows for repetitive tasks

Organize and manage the accomplishments and development of employees or performance of applications or systems

Assembly of graphs and charts for visualizing and tracking statistics/metrics

Manage, store and organize emails within the system or via third-party apps

Store information about leads or contacts and track, manage and nurture them throughout the sales process

Track and document all activities across devices, networks, and other systems

Pre-made examples and templates for emails

Set up connections to third-party platforms to improve business processes

Customize data fields to support various needs and use cases

Pipeline view and tracking lead status

Use AI to generate content in the form of text, images, videos, etc.

Distribute/route/connect calls

Listen to live phone conversations for the purpose of training and assessing agent performance

Automatically identify and save contact information of potential customers

Defines specific deal parameters to negotiate and secure deals

Manage and track all past and future calls.

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Record the audio of phone conversations for quality assurance purposes

Designed for contact centers.

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

Ability to handle large datasets

Track and manage schedules and meetings via an integrated calendar

Communicate using direct chat or messages within the system

Score a lead on their quality or likelihood to buy based on certain behaviors

Application programming interface that allows for integration with other systems/databases

Create, manage and track all task activities and progression

Track interaction history by documenting conversations for contacts

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns