Cloud based call centre platform

IPscape has developed a ‘Cloud’ based contact centre management system. It enables organisations with temporary or limited contact centre requirements to set up very quickly and to pay only for the capacity they need. It enables rapid scaling for emergencies, natural disasters and seasonal campaigns and supports the employment of remote workers as call centre agents.  The system allows organisations to ‘burst’ capacity (from the Cloud), use the technology immediately, switch seamlessly between voice, email, SMS and social media such as Twitter and pay for it all on per second usage. It will make contact centres more adaptable, so they can provide a much improved customer experience.  The technology has the potential to make Australian call centres more competitive.

Commercialisation Australia funding will assist IPscape put in place the international partnerships and support arrangements necessary to become a global player in this market.

Vodcast 

Simon Burke, CEO of IPScape, talks about his company's experience with Commercialisation Australia.  Play/download the vodcast or read the transcript:

IPscape is the Australian leader in the provision of cloud-based technology, mainly for contact centres.

One of the reasons why contact centres, call centres, get such a bad name is because the technology has traditionally been so inflexible, and the difference that we’re able to provide is really three main differences, or benefits to the end user. 

The first is agility.  The operators of the contact centre now have the ability to make changes to the technology themselves. 

The second benefit is capacity; a company can now operate its contact centre without fear of ever hitting a capacity constraint, a limit. 

And the third benefit is pay-as-you-go pricing. 

So now the people that operate a contact centre will go, ‘wow!’ when they see the IPscape technology because they can adapt, they have the flexibility they now need, and they can make the contact centre that dynamic, agile place that it deserves to be.

The Australian Government has greatly assisted IPscape in two main ways.  The first is the R&D Tax Concession, and that has allowed us to invest in innovation and fund the R&D team which represents about a third of our total employee base. 

The second has been the Commercialisation Australia funding.  We were delighted to receive a grant of $825,000, and that has allowed us to invest in high calibre management; it’s allowed us to take our Australian technology onto the world stage, and as an example of that we have signed a reseller agreement with British Telecom in the U.K.

We’ve been pleasantly surprised by the Case Manager, Pat Mooney; he’s been a terrific advisor in terms of getting involved in our business, understanding what we’re doing and giving us advice about some of the areas that perhaps we may not have thought about.  Our business is at a very exciting stage. Because of the support from AusIndustry we’ve been able to establish leadership in the Australian market and we’re now looking through the BT reseller agreement in the U.K to expand our footprint internationally.

The Australian Government, I feel, has a critical role to play in fostering innovation in Australia, because only through the ongoing funding of innovation can companies like IPscape continue to develop something new, something innovative.

Innovation is not a project, innovation is a journey that never ends.