In any contact center, an agent’s ability to help as many customers is not only measured by their performance, but also by the software they use to complete the task. Most contact center managers know that in the end, the software that is used in the center is usually the weighing factor when it comes to overall productivity.
According to Contactual (News - Alert) officials, because of the technological advancements the company has built in to its OnDemand contact center software and the redundancy its incorporated into their state-of-the-art data centers, the company is able to provide 99.99 plus percent agent availability.
“This amount of availability equates to less than five minutes of unplanned downtime per month, so you can rest assured that customers will be able to reach your agents just about any time they call, day or night,” company officials said.
According to a recent study by J.D. Power and Associates average contact center hold times now average 5.55 minutes, compared with 6.58 minutes in February 2009.
"Satisfaction improves considerably when customers spend less time on hold and more time addressing their problems and inquiries with a customer service representative," said Kirk Parsons (News - Alert), senior director of wireless services at J.D. Power and Associates. "In order to sustain and improve these levels of satisfaction, carriers must ensure the usefulness of their customer support systems…this includes effectively answering customer inquiries and accurately identifying those customers who need to speak directly with a representative, based on the type and severity of the problem they are trying to resolve."
With Contactual’s OnDemand contact center software and its built-in patent pending Advanced Virtual Tenant Architecture, companies can rest assure that their customers are getting quick and reliably customer services, around-the-clock.
“AVTA 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,” said company officials.
The company’s OnDemand contact center software also helps organizations prepare for unexpected outages by creating a duplicate configuration that’s actively used in a contact center and is then stored in Contactual’s data center.
“You may never need it,” officials said, “but it’s nice to know that an affordable and easy-to-implement business continuity solution is available on demand – just in case.”
Contactual also provides security levels, with encryption protocols and advanced security procedures. The company claims that its OnDemand contact center has passed a number of in-depth security requirements for its various Fortune 500 customers.
For more information on Contactual’s OnDemand contact center software, please visit their Web site or check out their Contact Center Software channel here on TMCnet.
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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 Jessica Kostek