contactSPACE
By CONTACTSPACE
1. Defining Success & Initial Planning: The process starts with clarifying your business objectives and outcomes. A collaborative meeting between your team and contactSPACE customer success, training, and sales teams aligns the deployment on key goals and reporting needs. Technical requirements such as integrations and CRM connectivity are also assessed at this stage. The implementation plan is finalized and approved before any setup begins.
2. System Configuration & Customization: Once requirements are clear, the contactSPACE team configures your system to match these needs. This includes setting up integrations, building custom interfaces, designing CallGuide™ workflows, and tailoring functionalities for agents and supervisors. Updates are provided along the way, ensuring transparency and opportunities for review.
3. Training & User Acceptance: Personalized training sessions are delivered for your team at convenient times, covering system operation and best practices. Sessions may be recorded for future use. The contactSPACE team handles comprehensive testing—network validation, system checks, and more—so users can focus on learning the essentials rather than troubleshooting setup issues.
contactSPACE is a highly customizable contact center platform designed to adapt to the unique needs of diverse organizations. Its flexible configuration options, visual workflow tools, and integration capabilities allow businesses to tailor every aspect of their communication and operations for maximum efficiency and alignment with their specific goals.
Custom Workflows: The CallGuide visual editor enables organizations to build personalized call flows and dynamic agent scripts. Businesses can design conversation paths, decision-trees, and prompts tailored to each campaign, service line, or customer profile—no IT support required.
Real-Time Updates: Workflows can be updated on the fly, allowing admins to adjust strategies instantly in response to campaign results or market changes.
Multi-Channel Support: Admins can enable, disable, or configure communication channels—including voice, SMS, email, and live chat—to fit operational needs or customer preferences.
Custom Channel Flows: Each channel can have its own contact strategies, workflows, and escalation paths, supporting differentiated experiences for inbound, outbound, or blended operations.
Contact Prioritization: Create rules to automatically prioritize contacts based on demographic, behavioral, or historical data. For example, you can set the system to focus on specific age groups, client segments, or times of day most likely to convert.
Automated Scheduling: Adjust outreach timing, retry logic, and fallback mechanisms to suit the habits and behaviors of your target audience.
Customizable Dialing Modes: Choose from manual, preview, progressive, and predictive dialing depending on campaign needs. These can be configured per campaign, team, or agent.
Skills-Based Routing:
Set rules to direct calls to agents best suited for specific customer types, products, or compliance requirements.
Tailored Agent Screens: Customize agent interfaces to display only relevant information, helping reduce errors and speed up onboarding for new team members.
Onboarding & Optimization: Empower new hires to be successful from their first calls by simplifying the user experience with preconfigured scripts and prompts.
CRM and Platform Connectivity: Integrate seamlessly with major CRM and business software like Salesforce, HubSpot, Zoho, Microsoft Dynamics, and many more through native connectors and open APIs.
Plugins & Third-Party Bridges: Extend or enhance platform capabilities via plugins for platforms such as Twilio or Amazon Connect.
Custom Initiatives: Create, launch, pause, and modify campaigns and initiatives at any time to reflect changing business targets or compliance requirements.
Self-Service Admin Controls: Admins can independently manage most settings, reducing dependence on IT and supporting rapid experimentation.
PCI-Compliant Payments: Incorporate secure payment flows with customizable scripts for taking payments according to your own compliance policies.
Custom Compliance Checks: Add mandatory fields, recording/not recording logic, or agent reminders to ensure every call meets industry regulations.
Custom Dashboards: Build dashboards and reports specific to your KPIs—compare teams, monitor conversion rates, and extract tailored insights for ongoing improvement.
Quality Assurance Workflows: Set up custom monitoring and QA processes, including live monitoring, whisper, and barge-in features for supervisor interventions.
Contact List Uploads and Management: Import, segment, and manage data as needed for changing campaigns or compliance requirements.
No Setup Fees: contactSPACE does not charge any entry-level or separate setup fee. Implementation and onboarding are included within the subscription and are designed to be rapid, facilitated by the platform’s no-hardware, cloud model.
Included in Subscription: All ongoing software maintenance, cloud hosting, regular updates, and access to new features are covered within the monthly per-user subscription cost. There are no extra system maintenance or platform management charges imposed beyond the subscription unless explicitly specified for custom or bespoke features.
Standard Support Included: Helpdesk support, phone support during business hours, and online ticketing are included in all standard subscription plans. This covers access to technical support, troubleshooting, and general assistance.
24/7 Support: Some plans or arrangements may include 24/7 live representative support, based on agreement terms and organizational need. This is usually outlined during contract discussions and is generally included for higher-tier subscriptions.
Professional Services: Specialized services, such as advanced customizations, integrations, or consultancy, may incur additional professional services fees on a case-by-case basis. Pricing for such services is provided upon request and is quoted separately.
Telephony Costs: Call costs (local, toll-free, international) are not included in the per-user subscription and are billed separately on a usage basis. Competitive per-minute rates apply, and these charges depend on call destinations and traffic volume.
Advanced Features and Plugins: If you require plug-ins (e.g., for Twilio/Amazon Connect via contactSPACE Red, 4outbound, or 4connect), each has its own pricing, sometimes with a minimum spend requirement for outbound minutes or feature add-ons. For example, contactSPACE Red may require a minimum spend for certain features.
CRM and API Integrations: Access to API and CRM integrations is typically baked into premium plans; however, advanced or custom integrations might lead to additional costs based on project scope.
Tax Exclusion: All published prices exclude applicable taxes (VAT, GST, etc.), which are added according to billing jurisdiction.
contactSPACE provides a comprehensive onboarding process designed to help new users and teams quickly become productive. The onboarding phase typically begins with a collaborative meeting involving the client, customer success, and training teams to define objectives, align on workflows, and ensure the platform is customized for specific operational needs. System configuration, integration, and user interface customization are handled by the contactSPACE team, followed by tailored training sessions for staff and managers.
Training includes:
Personalized Sessions: Live, instructor-led sessions scheduled at the client’s convenience, which can be recorded for future reference and new hires.
Hands-On Platform Tutorials: Walkthroughs covering campaign creation, CallGuide™ workflow setup, system navigation, and agent/supervisor dashboards.
Testing and Validation: Before going live, clients have access to a sandbox environment for testing workflows, data integrations, and user competency.
contactSPACE offers ongoing support to ensure users maximize the platform’s capabilities and resolve issues quickly:
Helpdesk and Phone Support: All users have access to helpdesk (ticket-based) support and phone assistance during business hours, included in the standard subscription.
24/7 Support: Around-the-clock support is available for higher-tier clients or by arrangement, ensuring global operational continuity.
Knowledge Resources: Users benefit from a library of training tutorials, best practice guides, and help articles, covering everything from technical setup to everyday troubleshooting.
Live Chat and Email Assistance: Multi-channel support options let users reach out in real-time for setup help, technical issues, or workflow optimization.
Guided Wizards: The platform includes intuitive wizards and tooltips to walk new users through campaign setup, CallGuide™ creation, and data management.
Performance Dashboards: Supervisors can monitor agent activity, listen to live calls, and provide feedback, while agents receive ongoing quality assurance and coaching.
Mentorship and Ongoing Coaching: New hires can receive structured mentorship and coaching, including one-on-one feedback sessions using sample calls to accelerate learning and proficiency.
contactSPACE employs a comprehensive, multi-layered approach to data security, drawing on international standards and modern cloud infrastructure to protect sensitive information at all stages.
In Transit: All data sent between users and contactSPACE servers is encrypted using SSL/TLS, ensuring confidentiality of login credentials, uploads, and voice data during transmission.
At Rest: Data, including call lists and recording,s is automatically encrypted once stored, utilizing strong encryption protocols for persistent protection.
Cloud Architecture: contactSPACE runs on AWS (Amazon Web Services), leveraging Amazon’s enterprise-grade physical and logical security controls.
Data Sovereignty: Customer data is stored within the user’s local geographic region to comply with relevant regulations.
DDoS Protection: Web-facing interfaces are defended with DDoS mitigation strategies to prevent denial-of-service attacks.
Enterprise Firewalls: All systems are protected by advanced firewalls that restrict unauthorized access to resources.
Role-Based Access: Administrative controls ensure that access to data is restricted according to the principle of least privilege. AWS IAM users and roles are utilized to assign and manage permissions.
Login Protection: Methods such as login throttling, cookie authentication checks, and replay attack prevention are implemented to prevent brute-force and unauthorized login attempts.
Audit Logging: All login attempts and critical events are recorded to maintain a clear audit trail, enabling visibility and accountability for user activity.
ISO 27001 Compliance: contactSPACE adheres to the ISO 27001 standard, ensuring rigorous security policy frameworks and processes for everything from access management to system monitoring.
Employee Screening: All new employees undergo background checks and extensive security training upon joining, with ongoing infosec education to keep staff current on best practices.
Penetration Testing: Regular, independent penetration tests are conducted by third-party specialists to identify and remediate vulnerabilities.
Continuous Updates: Security controls and authentication methods are regularly updated to address emerging threats and maintain best-in-class protection.
PCI-DSS Compliance: contactSPACE provides PCI-compliant payment handling for phone and IVR transactions, ensuring credit card information is never exposed to agents or systems out of PCI scope.
contactSPACE, as a cloud-based contact center platform, operates on a model of continuous improvement and regular enhancement.
contactSPACE routinely releases updates throughout the year to introduce new features, enhancements, bug fixes, and security improvements. While there is no publicly disclosed rigid schedule—such as weekly or monthly fixed dates—updates are rolled out as soon as they are tested and ready. This approach ensures organizations benefit from the latest advancements without waiting for traditional "big bang" release cycles. Customer feedback and emerging industry needs often drive the prioritization and timing of these updates.
Cloud-Based Automatic Deployment
Updates are automatically deployed via the contactSPACE cloud infrastructure. Users always work with the latest version of the software, with no need for manual downloads or installations, reducing disruption or downtime.
Seamless and Non-Disruptive Rollout
New features and improvements are applied in the background, designed not to interrupt ongoing business operations. Organizations can continue their work while updates are managed centrally.
Advance Notification and Release Notes
Major feature releases or impactful changes are communicated to users in advance, typically through official channels such as platform notifications or email. Detailed release notes accompany each significant update, outlining new features, changes, bug fixes, and any recommended actions.
Support and Documentation
Updated documentation—such as help articles or product guides—is provided alongside each substantial update, ensuring users understand how to access and utilize new capabilities. The contactSPACE support and training teams are available to help with any questions about recent changes or new features.
contactSPACE upholds privacy and transparency regarding data managed within its platform. According to its privacy policy, personal and client-specific data submitted through its systems belongs to the entity or individual who provided it. The platform collects personal information (such as user names, emails, phone numbers) only when knowingly and voluntarily submitted by users, primarily to enable services, provide support, or process inquiries.
Ownership principles include:
Purpose-Driven Use: Data is used solely for its intended purpose or closely related secondary objectives. Disclosure to third parties occurs only with user consent or as needed to fulfill service requirements, legal obligations, or protection against misuse.
Security and Confidentiality: contactSPACE takes reasonable steps to maintain the privacy, accuracy, and security of all information held. Employees and contractors are obligated to keep all personal information strictly confidential. While the company cannot guarantee absolute security for transmitted data, it continuously updates protocols to ensure information remains protected on its servers.
User Rights: Users may access and request correction of their data at any time to ensure accuracy and control.
contactSPACE offers practical mechanisms for data portability and export, supporting user control and compliance with modern data privacy standards:
Easy Export and Data Access: Customers can export their data, including operational records and activity logs, so they can generate, customize, and move their reports as needed for their own analytics or to transition data to other platforms.
Correction and Removal: Users can request corrections to ensure held data is accurate and, by contacting support, have information removed or updated as appropriate.
contactSPACE is designed to give organizations efficient, contract-free scalability to adjust their contact center resources in step with business needs. Its cloud-native, subscription-based model and modern infrastructure ensure ease and flexibility, whether you need to grow or shrink your operations.
Cloud-Based “Infinite” Scalability
contactSPACE leverages Amazon Web Services (AWS) to provide elastic, cloud-powered scalability. As your business and call volumes grow, you can add users and expand environments with minimal effort. There is no technical barrier or need to provision additional hardware—your capacity scales automatically to meet demand, including for large operations with thousands of seats.
No-Hassle User Management
Administrators can add or remove users as needed directly from the platform interface—there’s no requirement to get in touch with the vendor for license adjustments. This enables true pay-as-you-go flexibility: you only pay for the number of active users or licenses required at any given time.
Subscription Model with Tiered Licensing
contactSPACE licenses are subscription-based, billed per user and plan tier. When scaling up, simply acquire additional licenses; when scaling down, reduce the number of users before your next billing cycle. Pricing can be adjusted for additional features or functionality as needs evolve.
No Hardware or IT Investment Required
Scaling up or down does not involve infrastructure upgrades, server expansion, or IT reconfiguration. All agents need is a web browser and headset, making rapid expansion or reduction possible across locations or remote teams.
Feature and Functionality Flexibility
Alongside user licenses, features and integrations can be enabled or disabled as required. Organizations may launch new campaigns, dialer modes, or integrations during periods of growth, or temporarily suspend these elements when business slows.
Automatic Renewal: contactSPACE subscription agreements are typically based on a set term—often a 24-month agreement billed annually—with the expectation that the service continues unless notice of cancellation is given before the next billing cycle. Unless explicitly stated otherwise in your contract, renewal is automatic to ensure service continuity for active users.
Notification Period: To avoid automatic renewal, customers should give written notice of cancellation before the end of their current term. The recommended notice period is often specified in the contract documents, although industry best practices suggest notifying at least 30 days in advance to allow for proper account transition.
Pricing and Adjustments: Pricing is subject to applicable taxes and potential usage-based surcharges, with any changes to pricing, terms, or features communicated in advance of renewal. Clients should review pricing details at the beginning of each new term to ensure ongoing agreement with terms and to make any necessary changes to their plan size or features.
No Setup or Maintenance Fees: The subscription covers all platform maintenance and updates, so there are no additional setup or maintenance charges upon renewal.
Flexible Cancellation: contactSPACE operates a contract-free, subscription-based model apart from the standard term (e.g., 24 months). Customers may request to scale down or terminate services anytime before their next billing cycle. Cancellations submitted before the renewal deadline ensure that services are not continued or renewed for the next term.
Pro-Rata and Refunds: As a general policy, once a term has begun and payment has been made (billed annually for most agreements), fees are non-refundable for the duration of that term. No setup fees mean customers aren’t penalized for cancellations, though unused prepaid amounts are typically not refunded.
Account Access and Data Retention: Once a contract or subscription is canceled, access to the platform will continue until the prepaid period expires. Clients should export their data before account closure, as all operational data is deleted upon final account deactivation, consistent with reasonable data retention and backup policies.
contactSPACE is developed with a strong focus on data protection, regulatory compliance, and international security standards, making it suitable for organizations operating in regulated industries and global markets.
contactSPACE is certified to ISO 27001:2013, an internationally recognized standard for information security management systems. This certification verifies that contactSPACE operates within a strict framework of security controls, organizational policies, and risk management procedures to protect customer data and operational integrity.
The platform provides PCI-compliant payment handling, supporting secure processing of payment data within IVR and phone payments. This ensures credit card information is not accessible by agents or out-of-scope systems, aligning with the requirements for handling payment card information securely in contact centers.
contactSPACE supports full compliance with the EU’s General Data Protection Regulation. It provides tools and processes for obtaining customer consent, lawful processing of personal data, secure data storage and deletion, audit trails, and support for customer rights such as access and erasure. Data for each customer is hosted in their local geographic region to accommodate data sovereignty requirements.
Through contactSPACE Red, the platform includes features to help organizations comply with the TCPA, including call attempt limits, Do Not Call list management, opt-out management, and abandonment rate controls for outbound calling. It also offers controls for CFPB (Consumer Financial Protection Bureau), FTC (Federal Trade Commission), Ofcom (UK), and various US state-level regulations regarding telemarketing, call times, and customer contact preferences.
Data is hosted on AWS infrastructure with controls for physical and logical security, DDoS protection, and regional data sovereignty.
All data is encrypted in transit (SSL/TLS) and at rest, meeting the security requirements of major compliance regimes.
contactSPACE undergoes regular third-party penetration testing and maintains application-level audit trails for traceability and compliance requirements.
