Help Desk

Web and Video Conferencing

Customer Support

Version Control

Development

Alumni Management

Education

Business Intelligence (BI)

Collaboration

Contract Management

Enterprise Legal Management

Policy Management

Project Portfolio Management

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

HR Service Delivery

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Converged Network Adapters (CNAs)

Data Catalog

Data Center Networking

Data Integration

Database Load Balancing

Density-Optimized Servers

Fraud Detection

Integration Platform as a Service (iPaaS)

Managed DNS

Managed File Transfer (MFT)

Managed Hosting

Mobile Application Performance Monitoring  (APM)

Mobile Device Management (MDM)

Network Diagnostics

Network Performance Monitoring

NoSQL Databases

Observability

Server Management

Time Series Databases

Unified Endpoint Management (UEM)

Information Technology

A/B Testing

Account-Based Marketing (ABM)

Ad Serving & Retargeting

All-in-One Marketing

Audio Editing

Content Management

Contest Management

Customer Journey Analytics

Digital Asset Management

Email Marketing

Marketing Analytics

Marketing Automation

Mobile Advertising

Mobile Analytics

Press Release Management

Product Information Management (PIM)

Social Media Analytics

Social Media Management

Survey & Forms Building

Video Collaboration

Web Analytics

Marketing

Project Management

Wireframing

Professional Services

Call Recording

Customer Communication Management

Customer Relationship Management (CRM)

Presales

Sales

Civil Engineering

Construction Workforce Management

Dental

Loan Servicing

Patient Engagement

Revenue Cycle Management (RCM)

Vertical-Specific

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### Call Management
Some users appreciate Samespace's call management for its ease of use and integration with Salesforce, making it convenient for tracking and logging calls. However, there are concerns raised about missing features like the mute button and the inability to search call history easily. Despite some positive feedback on call quality and successful call connections, there are ongoing issues reported with calls, indicating room for improvement in Samespace's call management capabilities.

### Chat Support
Some users find Samespace's chat support lacking in the ability to handle multiple chats simultaneously, leading to frustrations when responses are lost. On the other hand, there are positive remarks about the platform's features such as access to recent call lists, coaching options, and a simple interface. The mixed opinions suggest that while there are areas for improvement in the chat support functionality, there are also valuable tools and options available for users to enhance their communication experience.

### User Interface and Experience
Users generally appreciate Samespace's straightforward user interface and user-friendly features. While some users find the UI to be minimalistic and easy to navigate, others highlight its simplicity and ease of access. However, there are mixed opinions regarding the absence of certain basic features in the UI. Despite this, users acknowledge the tool's potential and the active efforts of developers to address any issues, indicating a positive outlook on the overall user experience.

Users have found Samespace to be a valuable tool for organizing their email and social media in one place, leading to increased productivity and streamlined work processes. By centralizing these communication channels, users have been able to stay organized and efficiently manage their messages without the need to switch between different platforms. The application has been praised for its pleasant user experience, simplicity, and ease of use, making it accessible and intuitive for both new and experienced users.

Although occasional difficulties with call connectivity have been reported by some users, overall, the experience with Samespace has been positive. Users have highlighted the good call quality and seamless conversations free from disturbances. The development team has been actively working on addressing any issues that arise and continuously improving the functionality of the tool.

One area where users have expressed a need for improvement is in the chat support feature. Some users have found that Samespace may not be suitable for their specific chat support requirements due to limitations in terms of simultaneous chat options. However, despite this limitation, users have had a positive experience with Samespace overall and find it to be a helpful tool in managing their communication needs.

Easy-to-use UI: Several users have praised Samespace for its easy-to-use UI, allowing them to efficiently navigate the platform. They have found it simple to filter calls and access recent call lists, enhancing their productivity.

Integrations with Salesforce and other tools: Many reviewers have appreciated the integrations provided by Samespace, particularly with Salesforce and similar tools. They have found these integrations to be great for upscaling their work and streamlining their processes.

Impressive features: Users have been impressed by the range of features offered by Samespace. From creating new customer accounts to tracking sales and expenses, these features have proven valuable in managing daily tasks and improving overall efficiency.

Slow performance with slow internet: Some users have reported that the software does not work properly when the internet speed is slow, leading to frustrating experiences and decreased productivity.

Limited chat functionality: Several reviewers have mentioned limitations in the chat support feature, such as not being able to reply to other chats until accepting all chats and losing typed replies if a new chat comes in simultaneously. These limitations can be irritating for users who need to multitask and efficiently manage their conversations.

Missing important features: A number of users have expressed disappointment with the lack of important features in the software. They have cited the absence of a mute button during calls and pointed out bugs/issues related to call quality. While some issues have been resolved by the developers, these ongoing problems indicate room for improvement. Additionally, users suggested further integration with Salesforce for seamless merging of status updates.

Growth

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

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

Genesys Cloud CX 1 - Voice

Genesys Cloud CX 2 - Digital

Genesys Cloud CX 2 - Digital + Voice

Genesys Cloud CX 3 - Digital + WEM

Genesys Cloud CX 3 Digital + WEM + Voice

Samespace

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

Contact Center

Samespace docks inside your CRM with native integration and to make sales and support teams more productive with automation and streamlined workflows. The solution includes Dialer, IVR, web chat and call, and AI-powered analytics all in one package.

Introduction

AI-Powered Sales Acceleration & Customer Engagement Platform. Boost your Sales and Customer Engagement performance by 60%.

Learn more at https://www.samespace.com/

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.

Samespace

Overview

What is Samespace?