Contactual Awarded Patent for Contact Center Innovation
March 30, 2009
By Brendan B. Read
, Senior Contributing Editor
has been awarded a patent from the U.S. Patent and Trademark Office U.S. Patent No. 7,426,267 to the company’s method of simplifying management of a multimedia, skills-based contact center.
The innovation, to be deployed at a future date in Contactual’s (News
) products, improves routing of multimedia sessions, increasing contact throughput, and bolsters service levels with the same resources while greatly simplifying the configuration of the contact center. There is significantly increased productivity: the ROI can result in up to 20 percent improved service levels and up to 20 percent improvement in agent occupancy, based on the firm’s simulations.
The firm says the patent addresses several of contact center managers’ most pressing challenges by aligning caller priority to specific service level agreement and matching priority with the appropriately experienced agents. This enables the system to automatically set the appropriate service levels for each type of incoming communication: call, e-mail or chat, simplify configuration, leverage agents more effectively, and ultimately provide better customer service.
pioneered the use of hosted contact center solutions that dramatically reduce the costs of call center operations by eliminating the need for infrastructure or agents to be physically located on-site.
The latest release, Contactual OnDemand Contact Center Version 6
, improves ease-of-use and overall performance. New features include a redesigned agent toolbar, ability to broadcast notices to agent groups, enhanced chat functions and desktop sharing to make agents more productive and improve job satisfaction. Contactual OnDemand Contact Center Version 6 also has better security, a new reporting API and an improved IVR editor. Platform capacity, stability and interactive toolbar performance are all significantly improved over previous versions.
“Our goal is to increase customer loyalty for organizations that choose Contactual,” says Mansour Salame
), CEO and chairman of Contactual. “One of the most important benefits of our hosted system is the ability to continually improve performance and change expectations from a contact center.
“Through our new patent, contact center managers will realize the leaps in innovation that we promise to deliver to this space, by improving the contact center's operational efficiency while dramatically reducing the complexity of configuration. This invention will dramatically improve the service levels that contact centers are able to deliver with constrained budgets and could be one of the most significant inventions since the ACD itself.”
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Stefania Viscusi