contactSPACE - Prix, fonctionnalités, avis et comparateur de logiciels

contactSPACE

Cloud contact center software solution

5/5 (4 avis)

contactSPACE - Présentation

contactSPACE is a cloud contact center software solution which offers customizable Call Guides®, campaign creation tools, dashboards for performance monitoring, multiple dialing modes, contact filters, and more. The system’s multichannel communication capabilities include phone, email, SMS, and live chat, and inbound, outbound, and blended initiatives are supported.

contactSPACE includes a campaign creation wizard to enable users to create best practice initiative frameworks, and the initiative manager, which gives users control over which initiatives are currently live, how they are performing, and which teams are working on them. The data manager allows users to upload data lists, add data fields, review available records, create filters and segment targeting schedules, generate new data lists, create quality assurance (QA) and compliance management processing queues, control callback assignment, and set agent and initiative target KPIs. Customized agent interfaces can be created, with tailored workflows and custom shortcuts, and users can also produce Call Guides® to provide agents with dynamic product or customer information at the correct stage of each call.

contactSPACE offers multiple dialing options which can be assigned to different initiatives based on the desired outcomes. Manual dialing enables agents to place calls using an onscreen keypad. Preview dialing allows agents to select when the number is dialed, and in progressive dialing the call is dialed inside of a timeframe set by the administrator. Predictive dialing is included for high volume teams, and offers automatic management of answering machines and telecommunication errors. An automated agent can be enabled to handle inbound calls by directing customers through the workflow-driven interactive voice response (IVR) system, with a built-in payment gateway and the ability to dynamically promote offers and upsell through the process.

contactSPACE allows users to monitor performance of agents and initiatives in real time, with a home dashboard that summarizes inbound calls, outbound calls, agent activity, and emotion, and a team leader dashboard that supports listen in, whisper, and barge capabilities. Agent, team, and campaign performance can be compared against each other, and against targets and goals.

Prix

À partir de
$150/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Australie

Langues

anglais

contactSPACE - Avis

Note globale
5/5
100% d'avis positifs
4
Excellent
0
Très bien
0
Moyen
0
Médiocre
0
Horrible
Traduire avec Google Translate

The contact centre solution that changed the way my work flows

Publié le 18/04/2016
Provenance de l'avis : Capterra

Before we started using ContactSpace we were using a much more complicated application that had limited usability and in general made my day much less productive. The application regularly had outages which meant that we were unable to make calls from anywhere between two hours to a full day and because we were one of their smaller customers their support was sub-standard.

Enter ContactSpace a much easier solution to use and much more reliable system from an operations perspective. We have been using ContactSpace now for around 18 months and in all that time there have been perhaps a handful of blips all of which were sorted in a matter of minutes.

For me the ease of use, reliability and adaptability of ContactSpace to our needs has changed the way my work day progresses. I am much more productive as are the agents, I have less (or no) complaints from the agents about the system being down or them not being able to make calls. I love how easily I can import and export data as well as the real time reporting feature which means that I can check where we are in terms of outcomes at any time of the day. The listening in function is also great, with the other application we would have to dial a number and only be able to listen in once the agent was on the call, with ContactSpace all we have to do is click the listen button. It also looks great when we have clients come in to listen to calls or to meet the agents which in turn makes us look good.

I would recommend ContactSpace to any business in this industry.

Note détaillée

Simplicité d'utilisation
Support client

Traduire avec Google Translate

Fast, efficient platform, very easy to use

Logiciel utilisé toutes les semaines pendant plus de deux ans
Publié le 03/08/2017
Provenance de l'avis : Capterra

Avantages

I like it how is so easy to set up through the wizard. We can get campaigns up and running within 10 minutes and we can customise it for our clients so that we can run tailored campaigns.

Inconvénients

No cons from our end. We found it just works! Very easy, and our agents love it. We'd highly recommend it.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Traduire avec Google Translate

ContactSpace has been our cloud telephony solution for 12 months. Dynamically linked to SalesForce.

Publié le 15/04/2016
Provenance de l'avis : Capterra

+ The platform will never pass it's used by date. Updates to the software are distributed to all users.
+ Very simple to use - build & implementation was straightforward.
+ Contact Centre Manager friendly; you will not need an IT department to configure or tweak initiatives, reducing response times and increasing flexibility.
+ Reliable service delivery.
+ Flexible support team filled with creative, 'can-do' people who take the time to learn about your environment and business requirements and ambitions.
+ Simple pricing structure that flexes to accommodate our changing environment.
+ The availability of professional services (reasonably priced) means you aren't alone!
+ Plays well with others; API connectors between ContactSpace and ScalesForce are reliable and improve real time information management.

Note détaillée

Simplicité d'utilisation
Support client

Traduire avec Google Translate

A dream for a dialler manager

Publié le 05/11/2015
Provenance de l'avis : Capterra

I've worked in contact centres for around a decade and nothing i have used has been as intuitive and fluid to use as contactSPACE, from building a campaign to analysing your data, every step is built around ease of use and giving you clear cut reporting.
The productivity on the call floor increased exponentially and we hit a higher contact rate than we had ever hit using other dialling platforms.

Using the data reporting tools was a pleasurable experience too, it helped us on numerous occasions identify shortfalls in how we utilised our data, these tools helped us utilise our data to its full potential.

Note détaillée

Simplicité d'utilisation
Support client

contactSPACE - Prix

À partir de
$150/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Bronze - up to 3 concurrent users: $199/month

Silver - 10+ concurrent users: $109 per user, per month

Gold: $249 per user, per month

contactSPACE - Fonctionnalités

  • Chat
  • Communication multicanal
  • Intégration des e-mails
  • Monitoring
  • Tableau de bord d'activités

  • API
  • Base de connaissances
  • Enquêtes et feedback
  • Gestion des billets
  • Gestion des flux de travail
  • Historique des contacts
  • Hiérarchisation
  • Intégration CRM
  • Intégration de tiers
  • Intégration des médias sociaux
  • Messagerie instantanée
  • Modèles personnalisables
  • Notifications automatiques
  • Rapports et statistiques
  • Stratégie de marque personnalisable

Plus d'informations sur contactSPACE

contactSPACE - Principales fonctionnalités

  • Advanced filters
  • Audit trail
  • Automated agent
  • CRM integrations
  • Call monitoring
  • Call queues
  • Call recording
  • Call reporting
  • Campaign creation wizards
  • Configurable dialling preferences
  • Contact data import
  • Email & SMS communication
  • Guide/coaching interfaces
  • Inbound number routing
  • Interactive voice response (IVR)
  • Interface designer
  • Listen, whisper & barge functionality
  • Live agent statuses
  • Live chat
  • Multichannel communication
  • Real-time performance dashboards
  • Skills-based routing

Avantages

  • The built-in automated agent is a workflow-driven interactive voice response (IVR) system which can be used to manage inbound calls, complete sales processes, upsell or promote offers, and more.

  • Live chat can be used in inbound and outbound campaigns, with users able to create response templates for commonly asked questions, and support for up to 6 concurrent active chats per agent.

  • Automated confirmation emails can be sent to contacts with a single click, and SMS messages can be sent to confirm bookings, times, or share links during or after calls.

  • Team performance can be monitored in real time through the KPI dashboards, and team leaders can listen in to calls, whisper, and barge as necessary.

  • contactSPACE - FAQ

    Voici quelques-unes des questions fréquentes sur contactSPACE.

    Q. Quels sont les types de licence disponibles pour contactSPACE ?

    Types de licences disponibles pour contactSPACE :

    À partir de: $150/mois

    Type de licence: Abonnement

    version d'essai gratuite: Non disponible

    Bronze - up to 3 concurrent users: $199/month

    Silver - 10+ concurrent users: $109 per user, per month

    Gold: $249 per user, per month

    Q. Quelles sont les principales fonctionnalités du logiciel contactSPACE ?

    Fonctionnalités du logiciel contactSPACE :

    • Advanced filters
    • Audit trail
    • Automated agent
    • CRM integrations
    • Call monitoring
    • Call queues
    • Call recording
    • Call reporting
    • Campaign creation wizards
    • Configurable dialling preferences
    • Contact data import
    • Email & SMS communication
    • Guide/coaching interfaces
    • Inbound number routing
    • Interactive voice response (IVR)
    • Interface designer
    • Listen, whisper & barge functionality
    • Live agent statuses
    • Live chat
    • Multichannel communication
    • Real-time performance dashboards
    • Skills-based routing

    Q. Qui utilise contactSPACE ?

    Utilisateurs habituels du logiciel contactSPACE :

    Entreprises de taille moyenne, PME

    Q. Dans quelles langues contactSPACE est-il disponible ?

    Langues dans lesquelles contactSPACE est disponible :

    anglais

    Q. Quels sont les types de licence disponibles pour contactSPACE ?

    Types de licences disponibles pour contactSPACE:

    Abonnement

    Q. contactSPACE prend-il en charge les appareils mobiles ?

    Nous n'avons pas d'informations sur les appareils pris en charge par contactSPACE.

    Q. Avec quelles applications contactSPACE peut-il s'intégrer ?

    Applications s'intégrant à contactSPACE :

    HubSpot CRM, Infusionsoft, SugarCRM, Zoho CRM

    Q. Quelles sont les ressources d'aide disponibles pour contactSPACE ?

    Ressources d'aide disponibles pour contactSPACE :

    Support en ligne, Support téléphonique

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