| Agent Interface |
- contactSPACE CallGuides®
- Scripting, knowledge base and call workflow engine
- Dynamic call adaption
- HTML5 compatible
- Integrated KPI dashboards
- Integrated webRTC phone
- Callback management
- Data entry
- Voice/SMS/Email /Live Chat/Video Chat all accessible through CallGuides®
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| Dashboards |
- Live agent statistics
- Live calling statistics
- Live dialler performance
- Sentiment ‘emoticon’ dashboards
- Call monitoring (live call listen, barge, whisper)
- Interactive initiative KPI dashboards
- Interactive agent KPI dashboards
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| Wizards |
Create and configure Initiatives for:
- Inbound
- Outbound
- Live chat
- Email & SMS
- Quality assurance & management
- Out-of-the-box CRM Integrations for Salesforce, ZoHo CRM, HubSpot & SugarCRM
- Edit calling hours by time zone, time of day and week
- Create, manage and upload contact data
- Configure skills and users by initiative
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| Initiatives |
- Play/edit/pause Initiatives
- One-click initiative “health” checker – (identifies any issues)
- Edit initiative configuration – calling hours and time zone
- Edit initiative configuration – data filters and CLI Management
- Intuitive dialler configuration – (preview, progressive, predictive)
- Pre-connect call status analyser with answering machine detection
- Dialler recall rules configuration
- Email & payment gateway configurable settings
- Productivity enhancement tools (auto-wrap, callback management)
- Manage and recycle contact data
- Edit contact data fields
- Copy, edit and delete Initiatives
- Live view of initiative dashboards
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| User Administration |
- Create, edit and manage users
- Create security groups
- Create user groups
- Bulk add, edit, delete
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| Skills-Based Routing |
- Works on any channel
- Assignment of agents to initiatives
- Assignment of groups to initiatives
- Variable skill level against each agent and group
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| Voice Recordings |
- Listen, download and manage call recordings
- Search for recordings by date/agent/initiative
- View and edit call recording retainment
- View call recording retainment costs
- Archive using API or FTP
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| Reports |
- Pivot table style reporting – unlimited report views
- Agent performance reports
- Outbound performance reports
- Inbound performance reports
- Email performance reports
- Live chat performance reports
- Payment gateway reports
- Quality assurance reports
- Consolidated reports
- Report on call statistics preview, talk, wrap and pause
- Outcome reporting by agent and initiative
- Report on conversions
- Report on call activity, number of calls, connects, no answers
- AHT, ASA, FCR, ABN
- Export to excel
- Filter based on date, agent and initiative
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| Interface Designer |
- Create, edit and manage Initiative user interfaces
- Tailor page workflow
- Create, edit and manage outcomes and groups from initiatives
- Unlimited pages
- HTML 5 compliant
- Insert fields, contact details and images into CallGuides®
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| Data Management |
- Import data via CSV, or our API Module or CRM integration
- Export data by initiative, outcome, dataset and date
- Scheduled filters that apply based on time-based rules
- Target filters that apply based on attributes or contact records
- Add, edit and manage contact records
- Manage call backs including re-assignment to agents
- Search records by phone number for history and recordings
- Audit trail
- Data load history
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| Quality Assurance and Management |
- Wizard-driven QA initiative creation
- Customisable question and scoring matrix
- Customisable data feeds and frequency
- Fast QA agent login and access to call recording and scoring
- Dynamics pass/fail outcome and database logging
- 360 degree after call survey/QA scorer/agent quality management and feedback delivery
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| Inbound Management |
- Inbound number routing
- Create, edit and manage inbound IVR
- Create, edit and manage call queues
- Upload audio files for voice mail, hold music, call whispers, and welcome messages
- Create, edit and manage voice mail inboxes for inbound initiatives
- Create, edit and manage the time of day routing rules for inbound initiatives
- Agentless PCI-compliant IVR
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| Administration tools |
- Monitor licenses & call credit
- Management of CLIs both inbound and outbound
- List of available extensions
- Create & manage pause reasons
- Manage visibility of initiatives
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| contactSPACE Pulse |
- Value add monitoring and consulting service
- Regular statistical checks and recommendations
- Monthly review and client meeting
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| Support |
- Phone, email, web-based support
- Direct from solution owner and developer
- Ticketing system
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| Infrastructure |
- 100% cloud-based
- Hosted on Amazon AWS
- 99.99% uptime
- Australian data hosted in Australian Data centres
- UK/US data hosted in UK/US data centres
- National call collection
- webRTC (no soft or hard phone requirement)
- G.711 voice quality
- No voice transcoding
- QoS deliverables
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