Name: contactSPACE
Rating: 7 (1 reviews)
Author: contactSPACE

Help Desk

Web and Video Conferencing

Customer Support

AI Chatbot

Continuous Integration

Mind Mapping

Development

Attendance Tracking

Education

Business Intelligence (BI)

Case Management

Collaboration

Diagramming

Enterprise Resource Planning (ERP)

Office Suites

Enterprise

Accounting

Online Trading

Finance and Accounting

Applicant Tracking

Background Check

Corporate Learning Management

Credentialing

Diversity, Equity, and Inclusion (DEI)

Freelance Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Authentication

Business Internet Service Providers (ISPs)

Cloud Storage

Container Management

Digital Experience Monitoring (DEM)

Disaster Recovery as a Service (DRaaS)

Dynamic Application Security Testing (DAST)

Fraud Detection

High Availability Cluster

Integration Platform as a Service (iPaaS)

M2M Application Development

Managed Security Service

Message Oriented Middleware

Modular Storage Area Network (SAN)

Network Performance Monitoring

Phishing Detection and Response

Security Validation

Storage Area Network

Virtualization Management

Web Portal

Information Technology

A/B Testing

AI Image Generation

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Reference Management

Email Marketing

Identity Resolution

Marketing Automation

Mobile Marketing

SMS Marketing

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Marketing

Field Service Management

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales

Cloud Security Posture Management

Security

Building Information Modeling (BIM)

Catering

Equation Editors

Intelligent Document Processing

Legal Research

Moving Software

OSS/BSS (Operations Support/Business Support)

Online Voting

Real Estate Property Management

Vertical-Specific

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ContactSpace is a productivity-focused platform that helps businesses manage multiple campaigns simultaneously and boost contact rates. Users have reported experiencing an increase in productivity and a decrease in agent complaints due to the software's ease of use, adaptability, and reliability. With the ability to provide real-time reporting and visibility on all aspects of campaigns and agents' performance, users can identify shortfalls and utilize data to its full potential.

One of the key benefits of ContactSpace is the availability of professional services and flexible support teams that have helped users reduce response times and increase flexibility. This eliminates the need for an IT department to configure or tweak initiatives, thus saving businesses time and resources. Moreover, ContactSpace has a simple pricing structure that flexes to accommodate changing environments, ensuring that the platform will never pass its used-by-date. The API connectors between ContactSpace and Salesforce are also reliable and improve real-time information management. Companies across various industries, including fundraising call centers, annual appeals, and multiple campaigns with thousands of data files, have benefitted from using ContactSpace.

Ease of Use: Several users have highlighted the ease of use provided by ContactSPACE, making it invaluable for their team. The system allows for handling multiple initiatives simultaneously and provides great oversight of agents' activity and output. Additionally, campaigns can be up and running within 10 minutes, as it is easy to set them up through the wizard.

Customization: Reviewers appreciated the agility of ContactSPACE that allows for easy customization of interfaces and campaigns. Clients can run tailored campaigns with customizable features in a short amount of time.

Functionality: Multiple reviewers felt that ContactSPACE is a great system in terms of functionality with an easy-to-use interface that is customizable and admin and caller-friendly. Moreover, every part of the system was considered so intuitive that it allowed creativity in setup.

Limited Reporting Functionality: Some users have expressed dissatisfaction with the reporting and dashboard functionalities of contactSPACE. They state that there is a huge scope for improvement, as the existing features are not sufficient to meet their needs. This has caused some frustration for data-driven users who require more customization options.

Time-Consuming Call Flow Set Up: Setting up call flows on contactSPACE can be time-consuming, especially for small teams where other tasks demand attention. This has been mentioned by several users who feel that it takes away from valuable productivity time.

Dashboard Refresh Rate: The refresh rate for the dashboard could be improved according to some reviews. Users have reported slow updates which they found frustrating when using the software in real-time situations such as monitoring campaigns or sales performance.

contactSPACE is a cloud-based contact center software that provides an advanced set of tools for organizations needing to manage outbound, inbound and blended call campaigns. It's ideal for medium-sized businesses with teams ranging from 5-5000 agents. With customizable CallGuides, campaign creation features, and performance dashboards, users can create tailored sales processes for every interaction. The multichannel communication capabilities support phone conversations, email correspondences, SMS texts messaging and live chat in both inbound and outbound campaigns.

The interactive voice response system automates workflows while managing inbound calls or completing sales processes by promoting offers or upselling products. Live chat allows creating response templates for frequently asked questions while also handling up to six concurrent active chats per agent to provide customers the ability to communicate through their preferred channels. Automated confirmation emails/SMS messages are available with single-click actions as well. ContactSPACE supports team leaders' monitoring through real-time KPI (key performance indicators) dashboards along with the ability to listen to calls or interact with agents using whispering functionality when necessary

contactSPACE is a call center software offering from contactSPACE.

Aircall headquartered in Paris provides a VOIP system for business designed to support contact centers, featuring IVR and automated call routing, conference calls, shared call inbox and call notes, unlimited concurrent calls and call queuing, and many integrations with CRM or marketing systems to support a variety of support or sales purposes.

Essentials

Professional

Custom

NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.

CXone Mpower Digital Agent

CXone Mpower Voice Agent

CXone Mpower Omnichannel Agent

CXone Mpower Essential Suite

Cxone Mpower Core Suite

CXone Mpower Complete Suite

CXone Mpower Ultimate Suite

contactSPACE

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

contactSPACE

Overview

What is contactSPACE?