Virtual Call Center

Hosted customer interaction management solutions provider, Contactual (News - Alert), has announced another consecutive quarter of strong revenue growth. This continued performance and revenue acceleration demonstrates that cloud-based contact center solutions are rapidly being adopted throughout the global market. Contactual’s position in the marketplace is helping to enable this transformation.

“The continuation of our growth trend through the second quarter demonstrates the attractiveness and value of not only our solutions, but also our unique distribution model that is capitalizing on the increased demand for cloud-based solutions to simplify customer interaction management,” said Chris Brennan, president and CEO of Contactual, in a statement.

“This quarter we experienced significantly higher than market growth rates in our direct channel. Combined with the rapid increase reported earlier in our indirect channels, more and more organizations are improving customer satisfaction, increasing retention rates, and realizing the many additional benefits of cloud-based customer communications” added Brennan.

Contactual also recently announced the receipt of two prominent industry awards highlighting the innovation and leadership demonstrated by its products. The company’s achievements leading up to such recognitions include the 46 percent year over year increase in direct sales revenue. This increase has been driven by the significant growth in new customer contacts, expansions within the install base and increased deal size overall.

Expansions within current customer locations have been significant. One large enterprise customer in particular added 45 seats in a new location, while also increasing their existing deployment with the addition of 42 more seats. This company’s total deployment now stands at 189 seats. Contactual also celebrated the addition of more than 40 new customers during the second quarter of 2011.

Contactual’s solution is designed to provide rapid time to value, while also allowing customer-facing organizations to break their dependency on specialized hardware and software. The OnDemand contact center is delivered on the Software as a Service (SaaS (News - Alert)) platform, helping to augment existing communications infrastructures. The company’s solutions can also be deployed as an alternative to on-premise, standalone call center technology.

Contactual currently supports customers ranging from Fortune 500 companies to small and medium businesses. Its distribution partners serve the U.S., Canada, Europe, Japan and Australia.

In other Contactual news, TMCnet recently reported that Contactual delivered its Contactual OnDemand Contact Center to the Multiple Sclerosis Society (MSS). Contactual’s hosted contact center products allowed the MSS to deploy its contact center within days, enabling 30 or more regionally based staff and volunteers to access the system daily to man the organization’s hotline.

 

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