Virtual Call Center

Virtual call centers are cost-effective alternatives for brick-and-mortar facilities because they offer services through a geographically-dispersed organization's representatives who can work from their homes. Employees using a virtual call center can either work in groups or individually, and have the privilege of working without commuting to the office or having to maintain a dress code.

 

In its white paper “On-Demand Contact Center Solutions: The Six Myths,” Contactual (News - Alert), elaborates on the advantages of on-demand contact centers over on-premise solutions. The white paper also attempts to debunk the six myths associated with the virtual contact centers that prevent businesses from leverage the benefits offered by these virtual facilities.

 

 

Businesses often believe that on-premise solutions are less expensive in the long-term when software licenses and hardware costs are amortized, but they fail to take into account the ongoing operating expenses. Contactual OnDemand Contact Center can successfully deliver the functionality of a multi-million dollar on-premise solution for a low subscription fee that is a fraction of the operating expense of on-premise solutions.

 

 

In the past, hosted applications were considered to be lacking flexibility and integration capabilities. However, Contactual OnDemand Contact Center boast robust API capabilities that can simplify integration with back-end systems, CRM, Workforce Management and other business applications. The OnDemand Contact Center is also pre-integrated with CRM solutions, such as Salesforce.com (News - Alert) and NetSuite.

 

 

Businesses believe that on-premise contact center solutions provide very high security standards because data is stored in-house. However studies show that unauthorized physical tampering with in-house systems is the cause of most security breaches. The Contactual OnDemand Contact Center ensures that all data is encrypted, and professional staff monitors security 24/7.

 

 

It is true that early hosted solutions lacked features, but today on-demand applications have more features than most organizations have with their on-premise systems. Contactual OnDemand Contact Center is as feature-rich as most on-premise systems. The application is also easier to use due to its convenient, intuitive GUI. Moreover, the company offers seamless upgrade to the application with new functionality and features at no cost and without business interruption.

 

 

Hosted solutions have traditionally been considered the best fit for smaller contact centers. This belief has changed now and the new generation on-demand, multi-tenant, VoIP-enabled solutions are winning the mid-to-large contact center market, according to Yankee Group (News - Alert). Today, contact centers with 500 agents or more are using the Contactual OnDemand Contact Center Version 5.0.

 

 

Contactual refers to Frost & Sullivan (News - Alert) research, which predicts that the market’s acceptance of on-demand contact centers will grow more than 30 percent CAGR by 2012 and they are no longer considered as stop-gap arrangement.

 

According to Contactual, businesses making decisions about contact center solutions must realize that today’s choices are very different from those available only a few years ago. On-demand contact center solutions not only offer superior functionality than on-premise systems they also deliver greater security, flexibility, and scalability. All these are delivered at a much lower cost of ownership breaking all the old myths associated with the system.