Contactual's Hosted Contact Center Software Gaining Traction with Large Enterprises
September 30, 2009
By Patrick Barnard
, Group Managing Editor, TMCnet
Forty can be a pretty sweet number -- especially if you’re a provider of hosted contact center software and you have 40 large enterprises using your solution.
Hosted contact center software provider Contactual
announced in a press release
today that it now has 40 large enterprise customers – a significant milestone considering that it comes in the midst of a very difficult economic climate. The company reports that its hosted contact center platform, which has traditionally been popular with small to midsized companies, is increasingly being adopted by Fortune 500 firms.
) attributes its success in winning the business of Fortune 500 customers on several factors:
--Contactual is a pioneer in the development of hosted contact center software that eliminates the need for new infrastructure or agents to be physicontacty located on-site.
--Contactual’s hosted contact center software is highly reliable: The company offers a fully redundant network hosted in state-of-the-art data centers around the world -- plus its proprietary patent pending clustering technology, Advanced Virtual Tenant Architecture SM (AVTA), provides high availability and allows the company to conduct maintenance and software upgrades without customer downtime.
--Contactual’s hosted contact center software scales rapidly, thus enabling enterprises to meet dramatic increases in volume.
Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.
--Contactual’s hosted contact center software is fast and easy to deploy, thus it helps companies avoid the delays and potential interruptions that are associated with the deployment of on-premises systems. Contactual can initiate a new contact center in two days -- and its platform supports in-house, remote, mobile or home-based agents.
“Enterprises have increasingly come to the conclusion that contact center software as a service (SaaS (News
)) offers a number of important business benefits, and are interested in testing hosted systems in a departmental setting,” said Michael DeSalles, strategic analyst for Frost & Sullivan’s (News
) North America Information and Communication Technologies Practice, in the release
. “Contactual’s OnDemand Contact Center
software is appealing to this audience because it provides the scalability enterprises are looking for from a hosted provider along with the reliability they expect.”
“The reliability we offer is unique in the hosted contact center space, but is an absolute necessity for enterprises looking to add any new application,” added Matt Krichbaum, vice president of operations for Contactual. “We’ve passed security assessments by some of the most demanding Fortune 500 companies and are providing a system that these enterprises can confidently offer their departments, allowing them to take advantage of the customer care innovations that are only possible with a hosted system, such as integrated support of chat and email-based service, virtual contact centers, and much more.”
Contactual made news in July when it announced
that it had expanded its operations into Europe. Specifically the company has established an office in Guildford, United Kingdom, which is headed-up by Philip Harman, director of EMEA operations for Contactual. The expansion is part of the company's strategy to serve its fast-growing global client base.
Edited by Patrick Barnard