New Team Leader looking for what the program can do

Publié le 09/10/2019
Stephanie B.
Customer Contact Team Leader
Relations gouvernementales, 201-500 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
4/5
Note globale
4 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: New to the Call Centre Team Leader roll I had been doing some research on the functionality as most of the people apart of the original implementation of the software no longer work for Campbell Page. I knew from this research and the YouTube channel that we were not using all features of ipScape. The company were looking at new software options to do some cool things in and to help with efficiency. With seeing that what we had could do the things we wanted out of this new software and the perfect timing of our new Account Manager. Everything started to fall into place. I have now done a days training onsite and am feeling much more confident

Avantages: It is pretty easy to use and a bit intuitive once you know the general flow of setting things up in ipScape. I love that it is a one stop shop for calls, email, chat and call backs.
The reporting function is great - this means as a small team I can generate our own data without needing assistance from other areas of our company.
I am also very keen to get stuck into the quality side of things now I know how this works.

Inconvénients: Most of these have been removed with recent training - the cons were coming from inheriting a legacy that needs to be wiped clean and start from scratch.
In the wise words of Nikki "you want to have control over your call Centre"

Easy to use fully functional software that give control back to the call centre operation

Publié le 06/02/2018
Utilisateur vérifié
Training Manager and Product Consultant
Télécommunications, 13-50 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: Ease of use, change things instantly, self service so no reliance on other departments,

Avantages: As an operations manager you can do what you need to to keep your performance on target with out needing to rely on third party departments like IT or telephony. Need a message added to an IVR - just do it, need to change your IVR just do it, need to add agents, change agent profile, add or take them away from campaigns - just do it, need to see a report, set up a report have a report emailed daily to a group of people, you can just do that too. In bound/ outbound including predictive, preview and manual dialling, email and chat all of which are controlled and managed from the same agent toolbar. In my previous role as a contact centre consultant helping contact centres with their efficiency and sometimes correcting serious performance issues i wish I had had access to this!!

Inconvénients: There are things this software cannot do - the most obvious is social media however that is a different form of contact and you probably would not expect it to. Each up date in recent months has slightly improved any small design faults . Being able to group agents , and users into specific operational groups is currently not possible and would be a massive improvement and something that is being developed

Customer focus is great

Publié le 08/10/2019
Zac H.
Head of tech
Services et technologies de l'information, 51-200 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
4 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: Started turbulently but our relationship was saved by some excellent support and customer success people that never fail to bend over backwards.

Avantages: Its straightforward and easy to use. The advice given in terms of upgrades is excellent.

Inconvénients: The only con would be the rare outage - this is less frequent now.