Features & Benefits

Feature

What makes us great

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®

Dashboards

  • Live agent gtatistics
  • Live calling statistics
  • Live dialler performance
  • Sentiment ‘emoticon’ dashboards
  • Call monitoring (live call listen, barge, whisper)
  • Interactive initiative KPI dashboards
  • Interactive agent KPI dashboards

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

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

User Administration

  • Create, edit and manage users
  • Create security groups
  • Create user groups
  • Bulk add, edit, delete

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

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

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

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®

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

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

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

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

contactSPACE Pulse

  • Value add monitoring and consulting service
  • Regular statistical checks and recommendations
  • Monthly review and client meeting

Support

  • Phone, email, web-based support
  • Direct from solution owner and developer
  • Ticketing system

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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