contactSPACE Pricing, Features, Reviews & Comparison of Alternatives

contactSPACE

Intuitive cloud contact center software solution

4.8/5 (10 reviews)

contactSPACE overview

What is 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.
www.contactspace.com

Pricing

Starting from
$150/month
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

Australia

Supported languages

English
contactSPACE screenshot: contactSPACE includes a campaign creation wizard, initiative management, call recording, skills-based routing, and moreWhy We Do What We Do: The contactSPACE Philosophy Explained By Founder & CEO David O'LearycontactSPACE screenshot: Users can create custom Call Guides to assist agents throughout their callscontactSPACE screenshot: The call guides can be fully customized, and can be as detailed or simple as users requirecontactSPACE screenshot: Customer and product information is displayed to agents at the correct point in the callcontactSPACE screenshot: Multiple custom agent interfaces can be designed and managedcontactSPACE screenshot: contactSPACE includes multiple KPI dashboards which allow users to monitor agent and initiative performance in real timecontactSPACE screenshot: The team leader dashboard gives an overview of agent activity for the given teamcontactSPACE screenshot: Records of the last 100 outbound calls can also be viewedcontactSPACE screenshot: Individual agents' dashboards give an overview of the time they have spent dialing, talking, paused, and waiting, their assigned callbacks, KPIs, and morecontactSPACE screenshot: Multiple initiative types are supported, including inbound, outbound, and blended campaignscontactSPACE screenshot

contactSPACE reviews

Excellent
8

Very good
2

Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  4.7
  4.4
  4.7
  4.8
Paul Ho

Easy to use CCaaS solution

Used daily for 1-2 years
Reviewed 2019-12-01
Review Source: Capterra

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Hayley Harvey

The contact centre solution that changed the way my work flows

Reviewed 2016-04-18
Review Source: 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.

Rating breakdown

Ease of use
Customer support

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Michael Yurak

contactSPACE Review

Used daily for 2+ years
Reviewed 2019-11-25
Review Source: Capterra

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".

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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James Lewis

WWF-Australia

Used daily for less than 6 months
Reviewed 2020-03-29
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Aparna Krishnan

Easy to use Software

Used occasionally for 6-12 months
Reviewed 2020-03-22
Review Source: Capterra

We use it for our annual appeals. The overall experience has been quite good. The training was not that great, it was mainly because our trainer left his job midway the training. But the support staff stepped in and responded to our queries very well.

Pros
The product was easy to use. We haven't tried integration with RE NXT yet, but are looking forward to it. Once you get an idea on how to use this software, it is easy to implement. Contact Space has the best customer service experience compared to all our other vendors. they are highly efficient, reliable and prompt.

Cons
The reporting and dashboards have a huge scope for improvement. The existing functionalities are not sufficient at all.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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contactSPACE pricing

Starting from
$150/month
Pricing options
Subscription
View Pricing Plans

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

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

Gold: $249 per user, per month

contactSPACE features

API
Activity Dashboard
Chat
Email Integration
Monitoring
Multi-Channel Communication
Real Time Monitoring

Alerts / Escalation (73 other apps)
Automatic Notifications (103 other apps)
CRM Integration (85 other apps)
Customizable Branding (118 other apps)
Instant Messaging (101 other apps)
Knowledge Base Management (100 other apps)
Multi-Language (73 other apps)
Reporting & Statistics (123 other apps)
Social Media Integration (87 other apps)
Support Ticket Management (77 other apps)
Surveys & Feedback (87 other apps)
Third Party Integration (142 other apps)
Workflow Management (78 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for contactSPACE

Key features of contactSPACE

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

Benefits

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.