contactSPACE Software

contactSPACE Software

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About contactSPACE

contactSPACE is a cloud-based callcenter solution which helps small to large-sized organizations manage contacts and track agent performance. Its key features include dynamic call adaption, voice recording, call prioritization, role-based access, alerts and reporting. The application include a dashboard module which enables managers to monitor live calls, evaluate client sentiments and guide agents through barging or whispering. Its smart dialer feature helps users automate multiple call dialing and perform skill-based routing. Supervisors can manage call queues, create interactive voice response (IVR) and route inquiries in real-time. contactSPACE integrates with third-party platforms such as Salesforce, Zoho, Hubspot, Infusionsoft, Microsoft Dynamics, Sug...
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contactSPACE reporting

contactSPACE User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Showing 1 - 5 of 11 reviews

Paul

Company size: 51-200 employees

Industry: Environmental Services

Time used: Less than 2 years

Review Source: Capterra

5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

December 2019

Easy to use CCaaS solution

Good experience thus far and would recommend ContactSPACE

Pros

Ease of use and ability adapt to a consistently changing business environment

Cons

Could improve the dashboard refresh rate

Reasons for choosing contactSPACE

functionality to suit the business requirements.

Michael

Company size: 51-200 employees

Industry: Fund-Raising

Time used: More than 2 years

Review Source: Capterra

5

Ease-of-use

out of 5
4

Value for money

out of 5
3

Customer support

out of 5
5

Functionality

out of 5

November 2019

contactSPACE Review

Having been with Contact Space for 2 years now I have seen them grow and develop as a company. They have definitely focused more in the last 12 months on providing better service level delivery and resourcing their team with more investment in the areas of specific or tailored development.

Pros

Contact Space is very easy to use and understand. It has significantly cut our caller training costs and is easily managed on a daily basis by a number of departments those being the callers, Contact Centre management, Data and Digital teams. The Conversion report built specifically for fundraising is brilliant giving you the ability to track the teams progress 'live'and analyse performance and implement measures for quick performance gains. Visually I think its the best system out there and because every part of the system is so intuitive it allows you to be very creative in your set up.

Cons

There's nothing that sticks out about the software its self that I would say 'I don't like that".

Reasons for choosing contactSPACE

It was very visually appealing, the trial period it became evident it was going to be easy for everyone to use and we believed we could optimise our team performance utilising Contact Space. That has been the case.

Reasons for switching to contactSPACE

Agilecloud was outdated and clunky no longer fit for purpose.

Chris

Company size: 2-10 employees

Industry: Accounting

Time used: Less than 6 months

Review Source

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
1

Value for money

out of 5
1

Customer support

out of 5
4

Functionality

out of 5

August 2021

Good System, Unethical Business Operation

The system ContactSpace was provided was great and suited our requirements without fault. However, the application of commercial terms by ContactSpace was highly unethical. When advised we were considering two options for our calling platform, ContactSpace were reasonable in their offer of a 3-month opt-out period under the 12-month contract option. After 3 months of use, which I cannot fault, we advised that the opt-out would be triggered, due to our previous platforms flexibility to increase/decrease the number of callers as required, which ContactSpace did not provide. After being advised of our intention to either reduce the allocated number of user licenses or opt-out the following month (June), ContactSpace failed to accept our position and instead hounded with numerous up-sale calls. Despite contractual terms dictating that monthly use it to be paid in advance and our offer to settle invoices up to the final month of use, June, ContactSpace has sought to hold our organisation accountable for payment many months after use has been terminated. Best to consider the above for small businesses prior to selecting ContactSpace as a service provider.

Pros

System was overall great in terms of functionality.

Cons

Customer Service was unethical and was not applied as per contractual terms.

Response from contactSPACE

As mentioned in the review, this customer agrees that contactSPACE is a quality solution. What they don't make clear is that they freely entered into an agreement, which subsequently they wanted to re-negotiate, even though they could have just stopped using the system and then would have had no obligation to us. We tried repeatedly to offer options that suited their new and revised commercial plans without success. The customer happily consumed and continued to use our services without payment at the end of their pilot period (as a result we instigated legal action to recover the debt). We delivered exactly the service contracted and only asked that the customer meet its obligations to that same agreement. The result then being contactSPACE is labelled unethical even though we offered the customer complete flexibility in choosing whether or not to use our product.

Replied March 2022

Hayley

Time used: Free Trial

Review Source: Capterra

5

Ease-of-use

out of 5
5

Customer support

out of 5

April 2016

The contact centre solution that changed the way my work flows

Before we started using ContactSpace we were using a much more complicated application that had limited usability and in general made my day much less productive. The application regularly had outages which meant that we were unable to make calls from anywhere between two hours to a full day and because we were one of their smaller customers their support was sub-standard. Enter ContactSpace a much easier solution to use and much more reliable system from an operations perspective. We have been using ContactSpace now for around 18 months and in all that time there have been perhaps a handful of blips all of which were sorted in a matter of minutes. For me the ease of use, reliability and adaptability of ContactSpace to our needs has changed the way my work day progresses. I am much more productive as are the agents, I have less (or no) complaints from the agents about the system being down or them not being able to make calls. I love how easily I can import and export data as well as the real time reporting feature which means that I can check where we are in terms of outcomes at any time of the day. The listening in function is also great, with the other application we would have to dial a number and only be able to listen in once the agent was on the call, with ContactSpace all we have to do is click the listen button. It also looks great when we have clients come in to listen to calls or to meet the agents which in turn makes us look good. I would recommend ContactSpace to any business in this industry.

James

Company size: 51-200 employees

Industry: Fund-Raising

Time used: Less than 6 months

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

March 2020

WWF-Australia

Excellent experience thus far, especially in regards customer service from [SENSITIVE CONTENT HIDDEN] and technical support team.

Pros

The ease of use for my team is invaluable, as well as the customisation. Moving forward we're looking forward to developing the integration across other systems.

Cons

It can be very time consuming setting up the call flows, especially for a small team like ours, where other tasks demand attention so 100% of time can't be dedicated to CS.

Reasons for choosing contactSPACE

Zendesk Talk did not provide the functionality or integrations available with CS. CS being based in Sydney and easy to get hold of was also an important factor. Previous experience in using CS when at MonDial Fundraising also contributed.

Reasons for switching to contactSPACE

the soft phones were incredibly basic with no reporting, call recording or support functions for the team. Overview of team performance was impossible.