IPScape Announces Prosper CRM Module
September 09, 2009
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Sydney-based contact center provider IPscape has announced IPscape (News - Alert) for Prosper CRM, a contact center module for Prosper CRM.
IPscape for Prosper CRM was developed to deliver call center functionality, including customer information screen pops for inbound calls and automated dialer, for outbound calling from a Prosper customer record.
Generally with such products, the upfront cost of dedicated lines into the call center tends to limit the number of inbound lines -- "effectively limiting the maximum number of callers talking to agents or on hold to the number of inbound lines," IPscape officials say.
"With IPscape you can theoretically have every one of your customers calling simultaneously and every last call would be answered by the IPscape IVR system," says IPscape CEO Simon Burke, while admitting that "thousands of simultaneous calls is unlikely to happen."
The Prosper CRM integration lets customers enter their customer number while in the IVR queue so the call center agent has complete customer details onscreen when the call is answered. The integration with Prosper CRM "alleviates manual customer lookups after answering the call," says Burke.
Last month, TMC reported that IPscape launched Avalanche Calling, a service to manage dramatic bursts in inbound calling volumes without additional call center agents or infrastructure.
Edited by Stefania Viscusi
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