Virtual Call Center

Are you seeking an opportunity to extend customer service initiatives, yet lack the necessary infrastructure or training to support a traditional brick and mortar call center? The advancements in technology have enabled the launch of the virtual call center and Contactual (News - Alert) offers extended capabilities.

As a virtual call center provider, Contactual offers a powerful, hosted solution that delivers more value than the standard call center deployment. This value is driven through the customer relationship management (CRM) integration that enables a dramatic impact on your business. This on-demand CRM virtual call center integration ensures every customer interaction is monetized in real-time.

This integration also allows your virtual call center to serve as the primary destination point to identify new opportunities, converting them more easily into sales in real-time. Contactual offers a proven integrated solution to ensure your virtual call center deployment is not only scalable and reliable, but also easy to use.

Out-of-the-box integration is key to Contactual’s offering as the platform will immediately leverage the value of your NetSuite (News - Alert), Salesforce or other CRM platforms. Hundreds of Contactual customers have already experienced the benefits of this integration, including click-to-dial capability directly within the CRM application, single sign-on, screen pops of the customer’s CRM record automatically to the virtual call center agent and the ability to toggle easily between two applications.

Contactual’s Professional Services team will work with your organization to leverage this integration between your virtual call center and your current CRM investment. You can control the interoperability of your solution, dictating the features your agents can access and those that will remain exclusively with sales.

In addition to out-of-the-box integration, the Contactual virtual call center can also increase your operational efficiency as it allows you to prioritize the routing of your calls according to the data stored within your CRM solution. The productivity of your agents can be increased with integrated one-click dialing, and customer frustration is reduced when the agent is already knowledgeable about the customer’s account before the call is even connected.

If you’re searching for a virtual call center provider with proven capabilities to improve your productivity and customer satisfaction, Contactual is worth the time to investigate further.

In other virtual call center news, 8x8 (News - Alert) recently announced the acquisition of Contactual. This acquisition is expected to help to expand 8x8's suite of cloud services, which will in effect increase its role as a single source provider of SaaS (News - Alert) (Software as a Service) and IaaS (Infrastructure as a Service) business 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