About contactSPACE

contactSPACE is a cloud contact center software solution which offers customizable CallGuides®, campaign creation tools, dashboards for performance monitoring, multiple auto dialling modes, contact filters, and more. The solution has multichannel communication capabilities including 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.

Key benefits of contactSPACE

  • 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.

  • Devices

    Business size

    S M L

    Markets

    Australia

    Supported Languages

    English

    Images

    contactSPACE includes a campaign creation wizard, initiative management, call recording, skills-based routing, and more
    Users can create custom Call Guides to assist agents throughout their calls
    The call guides can be fully customized, and can be as detailed or simple as users require
    Customer and product information is displayed to agents at the correct point in the call
    Multiple custom agent interfaces can be designed and managed
    contactSPACE includes multiple KPI dashboards which allow users to monitor agent and initiative performance in real time
    The team leader dashboard gives an overview of agent activity for the given team
    Records of the last 100 outbound calls can also be viewed
    Individual agents' dashboards give an overview of the time they have spent dialing, talking, paused, and waiting, their assigned callbacks, KPIs, and more
    Multiple initiative types are supported, including inbound, outbound, and blended campaigns
    View 12 more
    contactSPACE video
    contactSPACE screenshot: contactSPACE includes a campaign creation wizard, initiative management, call recording, skills-based routing, and more contactSPACE screenshot: Users can create custom Call Guides to assist agents throughout their calls contactSPACE screenshot: The call guides can be fully customized, and can be as detailed or simple as users require contactSPACE screenshot: Customer and product information is displayed to agents at the correct point in the call contactSPACE screenshot: Multiple custom agent interfaces can be designed and managed contactSPACE screenshot: contactSPACE includes multiple KPI dashboards which allow users to monitor agent and initiative performance in real time contactSPACE screenshot: The team leader dashboard gives an overview of agent activity for the given team contactSPACE screenshot: Records of the last 100 outbound calls can also be viewed contactSPACE screenshot: Individual agents' dashboards give an overview of the time they have spent dialing, talking, paused, and waiting, their assigned callbacks, KPIs, and more contactSPACE screenshot: Multiple initiative types are supported, including inbound, outbound, and blended campaigns contactSPACE screenshot:

    Features

    Total features of contactSPACE: 85

    • API
    • Activity Dashboard
    • Alerts / Escalation
    • Answering Machine Detection
    • Appointment Management
    • Auction Management
    • Audit Trail
    • Auto-Dialer
    • Automatic Call Distribution
    • Blended Call Center
    • CRM
    • Call Center Management
    • Call Disposition
    • Call List Management
    • Call Logging
    • Call Monitoring
    • Call Recording
    • Call Reporting
    • Call Routing
    • Call Scheduling
    • Call Scripting
    • Call Tracking
    • Call Transfer
    • Campaign Analytics
    • Campaign Management
    • Campaign Segmentation
    • Campaign Specific Caller ID
    • Chat/Messaging
    • Computer Telephony Integration
    • Customer Database
    • Dashboard
    • Data Import/Export
    • Data Management
    • Donation Tracking
    • Donor Management
    • Email Management
    • Event Management
    • For Nonprofits
    • Gift Matching Management
    • Grant Management
    • IVR / Voice Recognition
    • Inbound Call Center
    • Integrations Management
    • Knowledge Base Management
    • Lead Capture
    • Lead Distribution
    • Lead Management
    • List Management
    • Live Chat
    • Local Caller ID
    • Manual Dialer
    • Mobile Giving
    • Monitoring
    • Multi-Campaign
    • Multi-Channel Communication
    • Multiple Scripts
    • Online Giving
    • Outbound Call Center
    • Payment Processing
    • Performance Appraisal
    • Performance Management
    • Performance Metrics
    • Phone Key Input
    • Pledge Management
    • Power Dialer
    • Predictive Dialer
    • Preview Dialer
    • Process/Workflow Automation
    • Progressive Dialer
    • Queue Management
    • Real Time Analytics
    • Real Time Data
    • Real Time Monitoring
    • Real-Time Chat
    • Receipt Management
    • Recurring Giving
    • Reporting/Analytics
    • SMS Messaging
    • Status Tracking
    • Survey/Poll Management
    • Surveys & Feedback
    • Text to Speech
    • Voice Customization
    • Voice Mail
    • Volunteer Management

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    Reviews

    Overall rating

    4,8 /5
    (10)
    Value for Money
    4,7/5
    Features
    4,4/5
    Ease of Use
    4,7/5
    Customer Support
    4,8/5

    Already have contactSPACE?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 10
    Paul H.
    Overall rating
    • Industry: Environmental Services
    • Company size: 51-200 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Easy to use CCaaS solution

    Reviewed on 2019/12/01

    Good experience thus far and would recommend ContactSPACE

    Good experience thus far and would recommend ContactSPACE

    Pros

    Ease of use and ability adapt to a consistently changing business environment

    Cons

    Could improve the dashboard refresh rate

    Hayley H.
    Overall rating
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support

    The contact centre solution that changed the way my work flows

    Reviewed on 2016/04/18

    Before we started using ContactSpace we were using a much more complicated application that had...

    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.

    Michael Y.
    Overall rating
    • Industry: Fund-Raising
    • Company size: 51-200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    contactSPACE Review

    Reviewed on 2019/11/25

    Having been with Contact Space for 2 years now I have seen them grow and develop as a company. They...

    Having been with Contact Space for 2 years now I have seen them grow and develop as a company. They have definitely focused more in the last 12 months on providing better service level delivery and resourcing their team with more investment in the areas of specific or tailored development.

    Pros

    Contact Space is very easy to use and understand. It has significantly cut our caller training costs and is easily managed on a daily basis by a number of departments those being the callers, Contact Centre management, Data and Digital teams. The Conversion report built specifically for fundraising is brilliant giving you the ability to track the teams progress 'live'and analyse performance and implement measures for quick performance gains. Visually I think its the best system out there and because every part of the system is so intuitive it allows you to be very creative in your set up.

    Cons

    There's nothing that sticks out about the software its self that I would say 'I don't like that".

    James L.
    Overall rating
    • Industry: Fund-Raising
    • Company size: 51-200 Employees
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    WWF-Australia

    Reviewed on 2020/03/29

    Excellent experience thus far, especially in regards customer service from [SENSITIVE CONTENT...

    Excellent experience thus far, especially in regards customer service from [SENSITIVE CONTENT HIDDEN] and technical support team.

    Pros

    The ease of use for my team is invaluable, as well as the customisation. Moving forward we're looking forward to developing the integration across other systems.

    Cons

    It can be very time consuming setting up the call flows, especially for a small team like ours, where other tasks demand attention so 100% of time can't be dedicated to CS.

    Chris J.
    Overall rating
    • Industry: Fund-Raising
    • Company size: 51-200 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Fantastic Outbound Solution

    Reviewed on 2019/11/27

    Successfully managing multiple campaigns simultaneously and have seen an increase in contact rate...

    Successfully managing multiple campaigns simultaneously and have seen an increase in contact rate and productivity. Team willing to explore new ideas and help with fill the gaps in our teams knowledge. Great partnership.

    Pros

    Ease of use, ability to handle many initiatives simultaneously, great oversight of agents activity and output, nicely customisable.

    Cons

    Report and dashboard customisation limited.

    Showing 5 reviews of 10 Read all reviews

    contactSPACE FAQs

    Below are some frequently asked questions for contactSPACE.

    contactSPACE offers the following pricing plans:

    • Starting from:
    • Pricing model: Subscription
    • Free Trial: Not Available

    Bronze - up to 3 concurrent users: $199/month Silver - 10+ concurrent users: $109 per user, per month Gold: $249 per user, per month

    We do not have any information about contactSPACE features

    contactSPACE has the following typical customers:

    2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

    contactSPACE supports the following languages:

    English

    contactSPACE supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    contactSPACE integrates with the following applications:

    Blackbaud CRM, Blackbaud Financial Edge NXT, Blackbaud Fundraising, Campaign Monitor, HubSpot CRM, Keap, NetSuite, Salesforce Platform, Salesforce Sales Cloud, SugarCRM, Zendesk, Zoho CRM

    contactSPACE offers the following support options:

    Email/Help Desk, Phone Support, 24/7 (Live rep), Chat

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