Direct Interactions Increases Productivity with Contactual's OnDemand Contact Center Software
August 12, 2009
By Jessica Kostek
, TMCnet Channel Editor
Call centers, because of the way they are structured, always need to find ways to be organized and productive. There are many call center software platforms that businesses can choose from - and among them, Contactual’s (News
) “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.
One such company was Seattle-based DirectInteractions.com, an outsourced call center provider that mainly employs disabled persons. According to Contactual officials, DirectInteractions.com was looking for a call center solution that would meet five very specific criteria:
• A solution that was easily adaptable to agents with disabilities.
• Flexible connectivity to allow its agents to work from home nationwide via VoIP or landline phones.
• Record live calls and training sessions to remotely train new agents.
• Tightly integrate with NetSuite’s (News
) CRM soft ware.
• A solution that would be cost-effective. Solution Direct Interactions chose Contactual as its virtual call/contact center solution because of its adaptability for people with disabilities, its flexible connectivity, its recording capabilities, its integration with NetSuite’s CRM soft ware, and its pricing.
After implementing Contactual’s OnDemand Contact Center software, the company found it saved money and increased productivity. The software was readily adaptable for people with disabilities and easy for the Direct Interactions team to work from home.
“Our focus on hiring people with disabilities has been a winning strategy for us and our clients. When you’ve got the same agents managing your accounts for a long while, they become experts, and that means increased productivity. Contactual facilitates our ability to hire and manage this type of workforce,” said Jonas Nicholson, executive vice president at Direct Interactions.com.
“We also use Contactual’s recording feature to record job candidate interviews and archive them for future consideration when new or different job openings occur,” Nicholson said.
Direct Interactions chose Contactual as its call center solution because of its adaptability for people with disabilities, its flexible connectivity, its recording capabilities, its integration with NetSuite’s CRM soft ware, and its pricing, Contactual officials said.
Follow ITEXPO (News - Alert) on Twitter: twitter.com/itexpo
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.