contactSPACE
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.
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- 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
Alternatives Considered
IPscapeReasons for Switching to contactSPACE
functionality to suit the business requirements.- Industry: Fund-Raising
- Company size: 51–200 Employees
- Used Daily for 2+ years
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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".
- Industry: Accounting
- Company size: 2–10 Employees
- Used Daily for 1-5 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
Good System, Unethical Business Operation
Reviewed on 2021/08/25
The system ContactSpace was provided was great and suited our requirements without fault. However,...
The system ContactSpace was provided was great and suited our requirements without fault. However, the application of commercial terms by ContactSpace was highly unethical. When advised we were considering two options for our calling platform, ContactSpace were reasonable in their offer of a 3-month opt-out period under the 12-month contract option. After 3 months of use, which I cannot fault, we advised that the opt-out would be triggered, due to our previous platforms flexibility to increase/decrease the number of callers as required, which ContactSpace did not provide. After being advised of our intention to either reduce the allocated number of user licenses or opt-out the following month (June), ContactSpace failed to accept our position and instead hounded with numerous up-sale calls. Despite contractual terms dictating that monthly use it to be paid in advance and our offer to settle invoices up to the final month of use, June, ContactSpace has sought to hold our organisation accountable for payment many months after use has been terminated. Best to consider the above for small businesses prior to selecting ContactSpace as a service provider.
Pros
System was overall great in terms of functionality.
Cons
Customer Service was unethical and was not applied as per contractual terms.
Response from contactSPACE
As mentioned in the review, this customer agrees that contactSPACE is a quality solution. What they don't make clear is that they freely entered into an agreement, which subsequently they wanted to re-negotiate, even though they could have just stopped using the system and then would have had no obligation to us. We tried repeatedly to offer options that suited their new and revised commercial plans without success.
The customer happily consumed and continued to use our services without payment at the end of their pilot period (as a result we instigated legal action to recover the debt). We delivered exactly the service contracted and only asked that the customer meet its obligations to that same agreement. The result then being contactSPACE is labelled unethical even though we offered the customer complete flexibility in choosing whether or not to use our product.
- 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.
- 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.
contactSPACE FAQs
Below are some frequently asked questions for contactSPACE.Q. What type of pricing plans does contactSPACE offer?
contactSPACE offers the following pricing plans:
- Starting from: US$150.00/month
- 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
Q. Who are the typical users of contactSPACE?
contactSPACE has the following typical customers:
2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does contactSPACE support?
contactSPACE supports the following languages:
English
Q. Does contactSPACE support mobile devices?
contactSPACE supports the following devices:
Q. What other apps does contactSPACE integrate with?
contactSPACE integrates with the following applications:
Blackbaud CRM, Blackbaud Financial Edge NXT, Campaign Monitor by Marigold, HubSpot CRM, Keap, NetSuite, Salesforce Platform, Salesforce Sales Cloud, SugarCRM, Zendesk Suite, Zoho CRM
Q. What level of support does contactSPACE offer?
contactSPACE offers the following support options:
Email/Help Desk, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
Related categories
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Call Centre Software
