Cloud Contact Centre Software

Outbound - data strategies

contactSPACE contact centre software is engineered to plug the leaks in your sales funnel, while simultaneously accelerating your leads' progression towards your ideal outcome.

The system utilises cutting-edge data strategies to help your team make incredibly effective outbound contact, at scale.

• Get in contact at the perfect time with call-time optimisation. Take your contacts' time zone and job into account, ensuring you're not dialling when your contacts simply aren't going to pick up.
• You can also define how many times you'd like to try each number, based on the reason for failure. For example, if a contact doesn't pick up, you may want to try them again at a different time of day. But if the number is disconnected, it may not be worth your team's time.
• Minimise dead time by specifying exactly how long you'd like to let the number ring before moving on to the next contact.

Inbound - revolutionise your CX

Most contact centres utilise a blend of inbound and outbound communications, to some extent. For example, scheduling agent or initiative-level callbacks, or conversing with leads.

contactSPACE is incredibly well-equipped to service inbound contact on a variety of channels, no matter the outcomes you're trying to achieve.

• Our incredibly powerful IVR is capable of not only routing calls to the perfect department or agent - it's also able to take payments, and help your customers find answers, without even connecting them with a real agent.
• Skills-based routing ensures that the perfect agent picks up every call and answers every email - either by pulling data from your CRM, or using information picked up by your IVR.
• Utilise our speech analytics functionality to get to the heart of what your customers are thinking and feeling. Optimise your communications strategies to deliver more effective solutions on a more consistent basis.
• Screen pop with customer details as a call comes in, and manage email conversations with customers - all on the contactSPACE platform.
• Deliver a seamless experience with integrated live chat functionality.
• Create more efficient follow-ups with templated email and SMS. Send in a single click, slashing post-call wrap time.

Putting it all together

No matter whether you team is focused on inbound or outbound initiatives, or manages a mix of different communications, our call centre software is designed with your business outcomes in mind.

Build... the perfect system

• Use our drag-and-drop interface to design the perfect interface for your team members, and the perfect reports for your team leaders - giving them that extra level of visibility.
• Design call routing logic, call prioritisation rules, IVR workflows, CRM integrations, and beautiful templated emails - all without having to write a single line of code.
• Give agents that extra incentive to perform, by assigning KPI goals, and creating real-time reports to measure success.

Contact... and engage customers

• Utilise our suite of diallers and contact strategies to get in touch with the perfect person, at the perfect moment.
• Once the call is connected, your agent will be armed to deliver a quality conversation (and manage the call efficiently). contactSPACE CallGuides® integrate scripted content/prompts, record-specific data (including previous purchase/interaction history) and workflow management tools (to update the record or include call notes, for example) - all in the one interface.
• Engage customers on their preferred channel, and follow-up seamlessly using our expansive email & SMS functionality.

Measure... and improve results

• Monitor results 24/7 with our real-time reporting and dashboards.
• Customise data displays to your hearts content - target the results that matter to you, and show them to the right members of your team.
• No coding required - intuitive drag-and-drop editors make report generation easy.
• Develop deeper insights into your call centre outcomes with state-of-the-art conversation analytics.