Virtual Call Center

As you seek to advance your customer-facing communications, there’s no need to rip out that PBX (News - Alert) system you’ve outgrown. Contactual’s Software as a Service solution allows companies to keep their existing PBX and ACD system while expanding their capabilities. This virtual call center is a hybrid approach to give all staff more flexibility.

In order to increase productivity and cut costs, it makes sense to move to a virtual call center. There is no need to make heavy investments in hardware and the SaaS (News - Alert) (software as a service) can be set up in no time. Instead of months, a Contractual system can be up in just a few days.

This particular solution extends multiple benefits to accompany the cloud-based computing approach. Users will no longer need to acquire and manage complex hardware and software systems. Contactual (News - Alert) provides an efficient and advanced virtual call center on a subscription based platform.

Agents have the ability to connect to five worldwide data centers that can eliminate dead time so that they may focus on quality customer service. SaaS solution is a true solution, unlike previous legacy and premise-based systems. Contactual’s version of the virtual call center was created from the ground up for balance between the Internet and VoIP.

Since there is nothing to download, this high-tech virtual call center offers skills-based routing, monitoring and reporting and multi-channel management. The upgrade is also considered to be more reliable and easier to use.

It is easy to match specific customer calls with certain skilled agents with Contactual’s patented ACD. Automatically, the incoming call is routing to the appropriate agent at the virtual call center. This benefits agents and customers with the use of call, e-mail or direct chat depending on agent availability. It also responds to a call center overload and availability.

Monitoring and reporting on agent activity is a critical training tool within the virtual call center. Managers can observe calls in real-time with agents to deliver quick and corrective action where necessary. Additionally, managers gain visibility to any location through a web-based interface, and key performance metrics are instantly accessibly in detailed reporting.

Contactual customers are also able to interact through e-mail, phone calls and chat, while they manage the overall call center operation through a single, integrated system. The virtual call center approach offers agents and managers access to a seamless application for multi-channel interaction and efficiency.

Finally, Contactual offers the Advanced Virtual Tenant Architecture, which enables the company to deliver a high-quality product and a system driving 99.99 percent reliability. Contactual is well-positioned to help you continue using your existing PBX system for core telephone, meet regulatory requirements and improve customer service.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

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 Jennifer Russell