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.
Software by contactSPACEwww.contactspace.com