Contactual's OnDemand Contact Center Software
July 29, 2009
By Jessica Kostek
, TMCnet Channel Editor
) “OnDemand Contact Center” software is designed and engineered to provide an exceptional customer interaction experience. Over the years, Contactual has simplified the customer contact experience and made it accessible to organizations that want to improve the way they interact with their customers for low subscription fee.
According to San Carlos, Calif.-based Contactual, dozens of Fortune 500 companies selected Contactual over the traditional on-premise providers because of the benefits of a fully-featured call center application.
“Contactual’s OnDemand Contact Center software is the most innovative and flexible offering among call center providers and allows organizations to quickly and easily reinvent their customer interaction experience for all of their customer contact methods or for a single method such as email response management,” company officials said.
Contactual's approach results in a complete call center offering using technology that provides:
- An easy-to-use interface accessible from anywhere through a web browser
- On-demand provisioning for rapid configuration changes
- Patented multimedia high-throughput Interaction Distribution Algorithm
- Rich multimedia framework that integrates voice, email, web-chat, and desktop collaboration
- Out-of-the-box integration with the leading CRM offerings
- Web services APIs to interface with other enterprise applications and data
- Industry leading reliability
Contactual officials say that they are able to provide 99.99+ percent availability, equating to less than five minutes of unplanned downtime per month.
Officials say that the company’s Advanced Virtual Tenant Architecture is revolutionizing how system maintenance and upgrades impact call center operations.
With AVTA, the application remains available even during scheduled maintenance, and upgrading is as easy as logging out and logging back in. In addition, the tenant-specific call limiter ensures there are no spillover bottlenecks between tenants that could compromise performance.
“We understand that while the chances of agents being unreachable are extremely small, sometimes events occur that may be out of your or our control. Contactual helps companies prepare for unexpected outages by provisioning in our data center a duplicate of your current configuration. You may never need it, but it’s nice to know that an affordable and easy-to-implement business continuity solution is available on demand just in case,” officials said.
With the use of encryption protocols and advanced security procedures, Contactual also provides high security levels. Contactual’s OnDemand Contact Center software has passed a number of rigorous security requirements for our Fortune 500 customers.
Jessica Kostek is a channel editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Jessica’s articles, please visit her columnist page.
Edited by Michael Dinan
Edited by Jessica Kostek