Contactual OnDemand Touts 'Flexibility, Low Cost' of Virtual Call Center
January 09, 2011
By David Sims
, TMCnet Contributing Editor
Officials of ContactualOnDemand are touting the flexible architecture of their contact center product to “allow you to integrate your headquarters, remote offices, and outsourced locations in to a virtual call center.”
If you’ve been thinking about installing a virtual calling center, with all the advantages it has, this might be something to consider.
Company officials say such virtual operations “operate seamlessly as one team and enable you to access talent outside your geography, eliminate overtime costs, and reduce overhead.”
Traditionally deploying a call center across multiple sites and geographies required long lead times, additional specialized infrastructure, and a dedicated IT staff. As those who set them up are too well aware. “Through our innovative call center software,” ContactualOnDemand officials say, “we make it fast and easy to deploy a virtual call center – agents simply need a phone, an Internet connection, and a web browser to get started.”
The point of a virtual call center is to let organizations easily and cost-effectively manage multiple, geographically dispersed agents. It also helps organizations achieve business continuity and customer service resiliency in the event of a network outage, natural disaster or some other unforeseen event.
In fact, companies that have dispersed operations – remote call centers and/or home-based agents spread throughout a region, country or even globally -- benefit most from the virtual call center environment.
Last June TMC’s (News - Alert) Patrick Barnard wrote that Salesforce.com has been a Contactual (News - Alert) technology partner for a number of years. Back in November 2009, Contactual “announced that its OnDemand Contact Center is available on the Salesforce.com AppExchange. The integrated offering combines one of the leading cloud-based CRM software platforms with one of the leading software-as-a-service-based contact center software platforms.”
Through this integration, contact center agents can have detailed customer information, such as customer contact history and past purchases, screen-popped onto their desktops, thus enabling them to improve customer service, as well as to capitalize on up-sell and cross sell opportunities.
Key capabilities delivered via this integration include single user console; the ability to store and retrieve call recordings, email interactions and chat transcripts directly from Salesforce CRM cases; as well as integrated reporting and dashboards.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Chris DiMarco