Creates a best practice framework for new initiatives in a few simple steps, so you can get on with what's important: making calls.
Our standard configuration wizards integrate with popular CRMs to get you up and running quickly, ensuring you see improved results immediately.
Create new campaigns in just minutes
Setup new campaigns in just a few simple steps
A simple click takes your campaign live
Reports & Data Controls
Easily manage your data, add new fields and review available records.
Upload data lists and manage how they're used.
Create smart filters and schedules for applying data strategies, allowing you to target multiple segments, such as warm/cold data, different geographies and particular times of day.
Generate new data lists from existing data, based on any criteria.
Create processing queues for quality assurance and compliance management.
Control the assignment of callbacks.
Set target KPIs for initiatives and agents.
Prioritise initiatives and control what teams are working on them. Stay on top of performance through our intuitive initiative manager.
See how each of your programs are performing with our visual initiative and KPI dashboards.
Design beautiful engaging interfaces
Manage Outcomes, Page Flow and Content easily
A Better Agent Experience
Provides you with the tools to create a user interface that your agents will love to use, improving morale and contact centre productivity.
Define your own tailored workflows and shortcuts.
Create custom goals that best define your campaign objectives.
Integrate outcome confirmation with automated SMS and email notifications.
With Custom CallGuides®
contactSPACE CallGuides®provide agents with a fully customisable interface (designed by you) that enables them to make the perfect call, every time.
Deliver the right customer or product information at the right stage of the call - CallGuides® will update in real-time as choices are made by the customer or agent.
They're also capable of displaying an unlimited number of customisable fields, as well as additional content such as credit card facilities and previous call history. CallGuides®provide agents with a helpful, easy to use solution that they enjoy using.
Whether you want your agents to use a script with complex page-flow rules or if you just want to keep things simple, CallGuides® help maximise the ROI of every dollar you spend dialling.
Create engaging Agent interfaces
Enable Agents to manage their own performance
Predictive - for high volume teams, this solution is configured to maximise agent contacts. Automatic management of telco errors and answering machines ensure every single call your agents make is productive.
Progressive - the most popular dialling solution, which increases call activity whilst removing the risk of hangups. A ten-second pause allows the agent to preview the record before auto dialling.
Preview - when a little more preparation is required before starting the call, this enables to agent to determine exactly when to dial. Don't worry about sacrificing performance - the amount of preview time is presented to the agent on their dashboard and to the team leader.
Manual - in every organisation there is always a need to be able to dial manually - and our onscreen keypad enables the agent to do just that.
Each initiative you create can be assigned to the dialling method most appropriate for that particular campaign.
Using Inbound Contact Control
Reduce the burden on your agents with our advanced IVR.
Process orders and even upsell with our IVR workflow and payment gateway.
Improve your customer experience with a call back option, which helps to slash abandon rates and reduce wait times.
Create and modify new IVR workflows in a breeze with our graphical user interface - no need to bother your IT team.
Reduce the burden on your inbound team by enabling the Automated Agent, a workflow driven IVR that can manage the call for customers who know exactly what they want.
Use it to upsell and dynamically promote new options or offers.
Complete the sale process with our IVR-driven payment gateway.
Handle more inbound calls and reduce queue times, improving your customer experience.
Maximise agent productivity and leverage their expertise by adding this communication channel to your inbound offerings.
Enhance your customer experience by offering the option to chat with one of your team.
Blend live chat into either inbound or outbound agents skills to increase productivity.
Supports up to 6 concurrent chats per agent.
Efficiently respond with templated responses to common questions.
Quick and easy to implement.
Email & SMS
Our automated email confirmation makes following up quick and easy.
Send an SMS to confirm a booking, time or share a link during or at the end of a call using our templated responses.
Convert inbound emails into call backs and add them automatically to the agent queue.
Using Real-Time Performance Dashboards
Motivate your teams with real-time performance visibility.
Team leader dashboard shows live agent status. Also supports listen, whisper and barge capability.
Last 100 dialler module highlights call quality and displays dialler settings to ensure maximum productivity.
The home dashboard provides a concise summary of inbound and outbound calls. plus agent activity, status and emotion.
Contact Centre Analytics
Understand exactly what is really going on in your contact centre.
Compare teams, agents and campaign performance.
Analyse call outcomes by time, date, and day of the week - understand when to call to increase your performance.
Agent & Initiative KPIs
Motivate teams and individuals with KPIs to enable them to hit targets with minimal direct intervention.
Compare initiative results against your targets and goals.
Measure your team's achievements and celebrate their success.
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