TMCnews Featured Article

Recently Contactual (News - Alert) posted an informative demonstration video to its website providing an overview of its on-demand, multichannel call center offering. The video provides an overview of the company's cloud-based call center software, highlighting some key features.

The video bills OnDemand Contact Center as a product that's easy to use and easy to configure -- and they have nice clear graphics showing just how that's done. You can receive phone calls, chats and e-mails all through a single interface.

Setting up this Web-based call center solution is easier than you might think, too, since you can take calls over regular phone lines or VoIP, whichever you prefer.

The agent desktop is designed to be "simple and intuitive," company officials say, and if the screen graphics are anything to go by, they're telling the truth. It's easy for call center agents to change their status from online and available to "Taking A Break" or "Working Offline."

Call center agents can also receive information on incoming transactions instantly, as well as the wait times for any current callers. "This information allows your call center agents to be better prepared to assist customers," company officials say.

The product lets call center managers see all available agents and queues, and pull up real time statistics for the entire call center. Contactual also offers a full suite of monitoring tools which let supervisors not only go back to and listen to recorded calls, but access calls that are being handled by an agent.

The call center supervisor is "invisible" when listening in on the call, but can barge into the call if necessary. The software also lets call center agents transfer the call or conference in multiple people on the call.

The on-demand call center solution also comes with a fully FAQ-equipped knowledge base so the agent can handle chats, and supports customer service via e-mail as well: "It's all integrated right there on the interface, and just like Web chat, it's fully compatible with the knowledge base software," company officials say.

The call center solution also lets supervisors update and edit changes to the IVR script in real time.