Virtual Call Center

Telanetix (News - Alert) Inc., an IP solutions provider offering telepresence and VoIP services to the SMB and SME markets, has announced the signing of a two-year network services agreement with Contactual (News - Alert), a global provider of on-demand contact center solutions.

Under the terms of this agreement, Telanetix will provide business phone service connectivity for Contactual’s hosted contact center service bundle and for its own corporate use.  

As a global provider of on-demand contact center solutions, Contactual and its OnDemand Contact Center provides robust call center functionality with an innovative Human User Interface.

This solution is delivered completely as a software-as-a-service (SaaS (News - Alert)). Contactual services do not require specialized hardware, telecom equipment or up-front capital expenditures.

 

"Contactual uses innovative software solutions, rather than expensive customized hardware to deliver on-demand contact center service to our customers," said Mansour Salame (News - Alert), chairman and CEO of Contactual, in a Tuesday statement.

Salame continued: "Working with Telanetix's AccessLine division will enable us to supply customers with an underlying, nationwide telephony network for their call center traffic and to extend the reach of our industry-changing technology."

Telanetix’s AccessLine delivers its Business T1 service at a discount of 30 to 40 percent from that of traditional phone companies. Included in this service are local, long distance, and support of toll free and international calling. Users also receive enhanced features such as fax mailboxes, unified messaging and follow-me services.

"Contactual's software offerings align very well with those of our telepresence and VoIP solutions," noted Tom Szabo, chairman and CEO of Telanetix, in Tuesday’s statement.

Szabo went on: "We're able to effectively integrate its OnDemand Contact Center into our VoIP offerings, allowing both companies to benefit from the increased market share in the Call Center space."

To deliver IP and VoIP solutions to the SMB and SME markets, Telanetix leverages ubiquitous network infrastructures. Such a strategy is done in an effort to meet the real-world communications demands of its customers. The company’s AccessLine Division provides VoIP services and delivers flexible calling solutions at a fraction of the price of traditional telecom providers.

The Contactual OnDemand Contact Center was designed to eliminate all upfront hardware and software costs and enable organizations to operate virtual contact centers with agents working from home or multiple sites. This solution also unifies customer communications from phone, VoIP, voicemail, e-mail and Web channels.

The contact center plays an important role for the organization in that it is responsible for managing all customer interactions and ensuring the delivery of a satisfying experience for the customer. As important as this is to the success of the company, it is also important to control costs and implement a platform that enables the organization to achieve its goals within budget.

The Contactual OnDemand Contact Center is designed to do just that. Now, with the help of Telanetix, the company will be even better positioned in the market as a complete bundle provider that can meet the everyday needs of its clients.