Virtual Call Center

Directing customers in the call center space was once relegated solely to the ACD, sending call to the agents with the skill needed to handle them. The space has now evolved to handle all types of communications stemming from the constantly connected customer bases or the world. Call centers must be equipped to handle not only incoming calls, but emails, SMS, and social network messages as well.

The good news is virtual call center software provides companies a quick and easy way to upgrade their current systems and implement plans to direct each communication by need. To this effect Contactual (News - Alert) offers a highly developed and easily deployable OnDemand Contact center suite that fits the growing needs of all industries.  

In the words of Contactual, “The OnDemand Contact Center is built around a universal queue with skill-based routing of voice, voice mail, email and chat interactions. Agents can be assigned multiple interaction skills with several proficiency levels for each skill. The result is a call center that is fully in tune with the needs of the customer.” Not only does the software suite address the multiple communication channels currently available to a customer it also does from the cloud further extending its functionality.

The benefits of a cloud based platform have been written about ad infinitum, but to reiterate it eliminates the needs for maintenance, offers consistent updates and provided call centers with a cost effective alternative to premised based utility. Combining intuitive inquiry routing with cloud based scalability lets Contactual’s platform rise to the needs of call centers both big and small.

Considering that call and contact centers are a primary resources for both the collection of customer data and revenue generations incorporating techniques that streamline communications and reduce maintenance fees is a great way to get a leg up on thebottom line.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.

Edited by Chris DiMarco