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New Coverage :
Asterisk |
Call Recording |
SIP Trunking |
Fax Software |
Load Balancer |
PBX |
SIP Phones |
Small Cells
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Virtual Call Center Featured Article April 01, 2011
Contactual's Virtual Call Center: Value in the CloudThe virtues of the virtual call center have long been debated among those operating in the call center space. While some believe that in-house operations are the only true way to support key customer service initiatives; there are still others who tout the cost and efficiency benefits of the virtual platform. In this Contactual (News - Alert) piece, the benefits are shared and a strong business case is made for the virtual call center. Contactual offers the OnDemand Contact Center. This platform has been adopted by Fortune 500 companies due to its reliability, revolutionary user interface and other key benefits that drive measureable results for the enterprise. As a virtual call center, this solution is favored by call center experts as a result of its virtual platform, the proven reliability, demonstrated scalability and more. Pre-built integration in this virtual call center piece ensures interoperability with CRM applications such as NetSuite (News - Alert) and salesforce.com. Contactual’s JumpStart methodology provides knowledge transfer with three 90 minute Web-based sessions. And, Web Services APIs ensures customers and technology partners can create tightly-integrated contact center applications. Customers benefit from Contactual’s virtual call center due to the elimination of expensive hardware, software, training and administrative costs. This full-featured, enterprise-class contact center solution offers full integration without the headaches of premise-based equipment. The company eliminates upfront capital expenses, and there are no requirements on configuration or maintenance of software or hardware. Contactual’s virtual call center is truly designed to improve the performance of call center operations, while also reducing the cost on a proven platform that gets results. virtual call center provides for a complete and easy-to-use Web interface for control of all aspects of the contact center environment. Web-based configuration ensures managers can easily setup and manage agents, update skills, design the IVR, manage call recordings and so much more.virtual call center can grow right along with them. The scalable solution allows for instant and large expansion without technology changes. Management can also enjoy real-time control and status from a Web browser. If defined Service Levels are missed, alerts are triggered automatically.virtual call center, Contactual’s OnDemand Contact Center supports multi-site and home operations without adding to the cost of the platform. The company also has built redundant core computers, network and a high-available Storage Area Network that exceed the availability of on-premise solutions.Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page. Edited by Chris DiMarco Download FREE White Paper Call Center Solutions |
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