One of the key advantages of Wildix is that it’s an incredibly intuitive platform, but it can’t do everything. But that doesn’t matter because we can integrate with a huge range of systems, ranging from CRMs to complex call center software.
One of those pieces of software is IPscape, an AI-powered contact center that can deliver seamless omnichannel customer experiences across voice, email, web chats and emerging channels. It takes the Wildix system and elevates it, enabling automated processes through intelligent call routing, shared inboxes, advanced reporting and wrap codes for agents. So let’s take a closer look at IPscape and see how this integration creates an advanced contact center with Wildix powering the telephony.
Why Integrations Are Needed
No one piece of software can predict everything that a business can do. It’s a bit like designing a vehicle — do your customers value fuel economy, speed, comfort, load carrying, hauling or something else? You can’t build a compact car and sell it to someone needing a semi!
But in software development, you can make it easy to add on modules or entire pieces of software that help you take the base program and get it doing what you want. Most business software can integrate to a greater or lesser extent with advanced telephony, and Wildix can handle even the most complex integrations.
What Sets IPscape Apart?
The Wildix mission and the IPscape mission are similar: to empower organizations to create customer moments that build trust, loyalty and engagement. What this means is that they work in harmony to deliver a complete contact center solution — Wildix as the base telephony system and then layering on top IPscape to integrate the additional functionality you require.
Essentially, you get the telephony solution your business needs through Wildix and then your contact centers can use the advanced functionality that IPscape delivers.
Where IPscape has a major advantage over other contact center integrations is that they’re already being used by governments and enterprises around Asia, in the US and UK, and in Australia. Where they’re particularly strong is for businesses that:
- Have high growth aspirations
- Have contact centers with 20–200 agents
- Need out-of-the-box customer communications solutions
- Require highly scalable technology
If this sounds like your business, an IPscape and Wildix solution could work very well for your telephony system.
That’s because IPscape focuses on innovation, much like Wildix. At its heart, it can:
- Accelerate sales
- Improve customer satisfaction
- Scale service capacity
While Wildix can operate with solutions such as Genesys or NICE as well, those solutions can restrict growth. IPscape can be completely flexible when it comes to how it operates, resulting in a powerful solution that grows with the company. When paired with Wildix, it becomes an incredible growth accelerator that makes your communication system work for you.
But at the heart is Wildix — it’s rare to get such powerful integrations with other telephony solutions.
The IPscape Platform
IPscape focuses on providing value through all the channels you typically use, whether it’s voice, email, SMS, chat or WhatsApp. These can be inbound, outbound or both. From a connectivity standpoint, you can access it through the browser — just like Wildix. It’s heavily designed to work with Wildix systems, including our PBX.
The main use case for IPscape is as a customer service tool. As we said, it doesn’t replace Wildix; instead, it sits on top, adding additional services — everything that a contact center could need.
Various outbound dialer options enable mass dialing where required, and high-volume outbound customers have different list options to satisfy even demanding needs. Integrated scripts can be heavily personalized through CRM information, tokens that let you insert customer names and even what brand the agent is representing, which is ideal for multi-brand companies. Agents can even access automated terms and conditions, enabling consistency and placing a visual flag to confirm that this has been done.
On top of that, there are live Wallboards, accessible through a dedicated URL, and PCI-compliant systems are simple to set up for those who need to take payment over the phone. For remote agents, this feature is especially useful as it removes risks associated with agents knowing customer card details. After the call, you can automatically send out NPS surveys to see how the call went from the customer’s perspective. It’s all made possible by the close integration between Wildix and IPscape.
Wrap Codes
When wrapping up a call, a wrap code lets the company know the outcome of the call. This could be sale, no sale, needs more information, do not call or anything that’s relevant. Customers find that it increases efficiency and helps them trigger automated responses, such as emails or SMS.
Auto-wrap can set a time limit after a call ends to ensure that agents aren’t spending too long deciding on the wrap code. It will automatically wrap the call and put in the next call.
Then there are callback agents. This helps you understand the effectiveness of a list, for example. It enables better data collection to help you discover exactly what you need to do to build better workflows to improve customer satisfaction.
Skills-Based Dialing
Like skills-based routing, skills-based dialing lets you define sets of skills, whether it’s languages, delegations, certifications or another skill. This lets you create sophisticated dialing strategies so you can assign specific customers to specific agents.
An example would be a debt collection agency. You might want to speak to specific people in their preferred language, so you’d only dial out on that language if an appropriate agent was available. Alternatively, you could assign certain people groups of customers based on their wrap codes, enabling more experienced colleagues to handle more difficult sets of customers and assigning less difficult sets to newer colleagues. Scoring provides nuances that dialing strategies can use to calculate a particular agent’s suitability for any particular account.
Again, this all improves the customer experience. It’s taking Wildix’s base telephony solution, which was originally designed for employees, and adding high-quality outbound solutions to it.
List Weighting
In IPscape, lists can be blended. This allows agents to handle a variety of customers from different lists, but a weighting score is applied to allow certain lists to be prioritized. This allows the highest-priority list to be used where possible and then lower-priority ones to be added in where it makes sense.
Ultimately, this maximizes success rates and lets you:
- Increase revenue
- Increase talk time
- Reduce admin time
- Use unlimited lists
Reporting
Live reports and wallboards let you see:
- How many calls are in queue
- How many have been made
- Who is in waiting
- Who is in wrap mode
These real-time reports can be accessed from any device through a dedicated URL. A range of pre-built reports are available through IPscape’s platform, but you can build your own and display as either raw data or as a graph. Ultimately, this data can help management make decisions in real time, but it can also encourage team members to perform. While Wildix has great reporting capabilities, there are some limits. For most organizations, the basic Wildix analytics represent a huge leap ahead of other solutions, but for contact centers, IPscape promises even more nuanced reporting, helping managers make advanced adjustments.
If you’d like to see a recent demonstration of IPscape, check out the video below:
Ultimately, there is rarely a single solution that meets everyone’s needs, and integrations enable organizations to customize their software heavily. The Wildix-IPscape integration is particularly powerful, with IPscape built around the Wildix platform. As a result, contact centers who need high levels of detail and control backed by a robust telephony solution can enjoy results that are difficult to replicate elsewhere.
If you’d like to learn more about IPscape and Wildix as a solution — especially if you have a call center — visit wildix.com/try to learn more about how we can help you through one of our partners.
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