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Press Releases from contactSPACE (15 total)

contactSPACE Joins Blackbaud Partner Network as a Technology Partner

Sydney, NSW (2nd July 2019 ) - contactSPACE, a cloud contact centre software provider, today announced that it has joined the Blackbaud Partner Network as a Blackbaud Technology Partner. With this partnership, contactSPACE joins a network of companies that provide applications and solutions that extend Blackbaud’s (NASDAQ: BLKB) cloud offerings in new ways. “Effective multichannel contact is a crucial ingredient in successful donor engagement.” said Steve Halleck, Blackbaud’s senior vice president

Electrifying Efficiency & Contact Quality - Locality Planning Energy Deploys con …

Sydney, January 2019 – contactSPACE, a leading provider of cloud contact centre software and Tier-1 PCI-compliant payment solutions, today announced that Locality Planning Energy (LPE), an innovative Australian electricity supplier, has gone live with contactSPACE. Beginning life as a Sunshine Coast start-up in 2012, LPE has matured into a growing, publicly-listed company, servicing the Australian market with flexible, affordable energy solutions. For the new year ahead, the senior management team have

UbiCar driving efficiency with contactSPACE

Sydney, 11th December 2018 – contactSPACE, a leading provider of cloud contact centre software solutions and Tier-1 PCI compliant contact payment solutions, today announced that UbiCar, an innovative new Australian insurance provider, has selected contactSPACE as their cloud-contact centre solution to drive customer engagement and improve Customer Experience. UbiCar aims to disrupt the Australian car insurance market by utilising state-of-the-art technology, paired with industry-beating pricing algorithms, to benefit end consumers. UbiCar’s

How to enable Inside Sales Teams to become more successful

Having recognised the cost benefits, many organisations are transitioning from a field sales model to an inside sales model, where the inside sales team work independently and are directly responsible for closing business. Most businesses are either already operating in the cloud or are preparing for the migration of many of their applications to the cloud. A recent ABS survey revealed that the first-time take-up of cloud services within Australian

How we managed Meltdown and Spectre to protect our customers

On January 3rd, 2018, the public was notified about two security vulnerabilities dubbed Meltdown and Spectre by researchers, that affected any Intel, AMD or ARM processor created in the last 20 years. These vulnerabilities could potentially allow an attacker to obtain access to sensitive information. Spectre attacks take advantage of a CPU's branch prediction capabilities. The impact is that a process may leak sensitive data to other processes on

Incentivising Contact Centre Teams

The establishment of incentives is an important process for every contact centre, and the KPI’s are typically aligned with the overall corporate strategy and mission. How KPI’s are set, will in part be determined by the type of contact centre i.e. sales, service or support, and the indicators will consider customer satisfaction, operational efficiency, sales, and agent quality for example. Choosing the measurements for success and the subsequent rewards also

How to Improve Customer Retention

Have you ever tried to cancel your Pay TV subscription over the phone? As a customer, you’ve decided that you no longer want the service for whatever reason, and you just want to terminate the service quickly. You called them and selected the “cancel service” option when prompted, and your call is answered by an agent who is very friendly and empathises with you. They’re great listeners, receptive to your

Tips on Driving Contact Centre Efficiency

contactSPACE has put together some top tips that will improve the efficiency of contact centres. The first tip is to respond to leads faster, before they speak with your competitors. Response times are incredibly important to the success rate of sales teams. In fact, according to Harvard Business Review, sales reps that respond to leads within an hour are seven times more likely to have meaningful conversations with key decision

Making the Impossible, Possible.

MonDial Fundraising Communications works solely for the not-for-profit sector, offering a variety of telephone fundraising services, tailored towards integrated and complete communication solutions. Over the past 13 years, they've become leaders in their field and their services are used by organisations such as Oxfam Australia, Cancer Council NSW, Unicef NZ and Red Cross NZ. MonDial's Operations Manager, Sebastian Brooks, recalls how contactSPACE helped them to overcome seemingly impossible implementation hurdles. MonDial

Cost of Failure, Cost of Success

Contact centre managers and inside sales teams are constantly chasing efficiency and productivity gains, and often the holy grail of calling strategy is being able to determine the optimum time to call each number, which improves the probability of successful outcomes. Aside from chasing efficiency, there are also compliance issues to be considered, such as the requirement in Australia to comply with the Do Not Call Register Act 2006.

CLOUD VERSUS ON-PREMISE CONTACT CENTRE DEPLOYMENT

Cloud-based solutions are nothing new, and businesses are increasingly migrating their contact centres to the cloud. This article compares cloud-based versus on-premise contact centre deployments and offers some compelling reasons why you should move your contact centre to the cloud. Reducing On-site IT costs and Complexity. With on-premises contact centres, you’ll need to purchase expensive IT infrastructure; you’ll need to set aside a dedicated server room, and you’ll also

ALI Group uses contactSPACE to convert on Consumer Behaviour Insights

Why is understanding consumer behaviour so important to contact centres? Learn how ALI Group is using contactSPACE to acquire and convert these insights into sales. ALI Group is a leading provider of loan and mortgage protection to Australian home and property buyers, and since 2003 they've been protecting more than 163,000 Australians. Why do we need to analyse customers and what is the importance of consumer buying behaviour as it

Introducing "Pulse", a new Contact Centre Performance Monitoring & Reporting Ser …

Cloud Contact Centre solutions provider contactSPACE has announced the introduction of Pulse, a new performance monitoring and reporting service for contact centres who are using the contactSPACE platform. Pulse provides active monitoring and regular reporting, one-on-one consulting with experts, and recommendations to improve the efficiency of contact centres. Think of it as a regular health check for your contact centre. The experts at contactSPACE analyse the data and processes from a

What are the benefits of Integrating Salesforce CRM with contactSPACE Cloud Cont …

Salesforce is the world’s most widely used Customer Relationship Management (CRM) platform, encompassing all aspects of customer interface, from sales and marketing to customer service, and like the contactSPACE platform, Salesforce is available as a cloud-based (SaaS) offering. Increasingly, businesses are realising enormous benefits by leveraging the contactSPACE out-of-the-box Salesforce integration, made easy via standard Salesforce authentication. One of the major benefits is just how quick and easy it is to onboard

Will Machine Learning cause the demise of Contact Centre Managers?

contactSPACE performs millions of communications across voice, email and SMS with different customers each month, and each of these communications has a level of effort associated with it, which ultimately leads to an outcome. In a contact centre environment, these outcomes are then assessed by management by evaluating any number of reportable measures related to the performance of the data. Additionally, trends must be recognised and considered in the overall