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As part of TMCnet’s “On the  Road” video series in San Jose, contributing consultant Carl Ford (News - Alert) recently met with Contactual’s vice president of worldwide sales and marketing Wendell Black to see what’s happening in the software-as-a-service (SaaS (News - Alert)) world, and learn about the company’s hosted contact center solution and home based agents.

Welcoming Black to TMC’s (News - Alert) “On the Road” newsroom, Ford asked Contactual’s marketing executive to give readers an idea of the company. Answering Ford’s query, Black quickly pointed to Contactual’s full-featured, business-grade call center technology that facilitates home based agents without the need for any additional hardware or system software. He then highlighted the fact that the company’s OnDemand Contact Center nicely blends emails, customer calls and chat sessions while giving clients the ability to bring home based agents to lower overall cost with increased services and higher flexibility. “Our solution provides the blending and balancing for better agent utilization,” stated Black.

Continuing the discussion, Ford asked Black to shed some light on the implementation of Contactual’s hosted contact center solution on Google’s (News - Alert) Chromebook. Without identifying the client, Black said a customer was looking for a low cost, small footprint with flexibility for home based agents. “We were able to meet our customer key requirements on Chromebook and provide an economical contact center solution that the company was looking for,” said Black.

While extolling the attributes of hosted contact center solutions, Black also focused on the availability of OnDemand Contact Center on the Salesforce.com AppExchange. As a result, stated Black, customers can now easily deploy Contactual’s fully-featured hosted contact center within Salesforce CRM.

Black further went on to say that Contactual is hosted in North America, Japan, Australia and UK. “That gives us the ability to connect clients across the globe,” asserted Black. “We manage phone numbers anywhere on the planet,” stated Black.

To find out more about Wendell Black and Contactual, visit the company at ITEXPO West 2011. To be held Sept. 13-15 in Austin, TX, ITEXPO (News - Alert) is the world’s premier IP communications event. Wendell Black is speaking during “The Cloud Evolution in Contact Centers.” Don’t wait. Register now.

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