Contactual Adds Usability, Management Features in Contactual OnDemand Contact Center Version 6
February 23, 2009
By Brendan B. Read
, Senior Contributing Editor
Contactual’s Contactual (News - Alert) OnDemand Contact Center cloud/software-as-a-service multichannel contact center has become even more effective at managing operations and improving performance thanks to new features engineered into Contactual OnDemand Contact Center Version 6.
The updated solution offers better security, a new reporting API and an improved IVR editor. It also has a redesigned agent toolbar, ability to broadcast notices to agent groups, enhanced chat functions and desktop sharing to make agents more productive and improve job satisfaction. Platform capacity, stability and interactive toolbar performance are all significantly improved over previous versions.
Contactual OnDemand Contact Center Version 6 is optimized for supporting home-based agents. With offshoring becoming more problematic for customer service and support thanks to decreasing quality, having agents working from home improves service and productivity without the high costs and long lead times of facility setup and management.
With Contactual your home agents are up and running in less than a week. The agent interface makes it easy for them to learn and use the application. The process of using the OnDemand Contact Center is as easy as logging into the application and taking or making customer calls, and you just avoided the headache of building and managing a piecemeal infrastructure for your distributed contact center.
Moreover, and just as important for the success of home agent programs, Contactual OnDemand Contact Center Version 6 removes the fears of supervisors of not being able to effectively manage these out-of-sight employees. The solution gives them access to critical contact center metrics in real time. Call reporting, monitoring, service level management, historical reports and more are all available on demand.
Contactual’s contact center software is implemented without any costs, enabling managers to realize instant return on investment. Once running, configuration changes are easy for subscribers to make on their own without requiring the expense and delay of professional services or maintenance contracts.
“The Contactual On Demand Contact Center is allowing companies of all sizes to benefit from the promises of cloud computing including the ability to realize significant cost savings over premise-based systems while excelling at customer service,” said Mansour Salame (News - Alert), CEO and chairman of Contactual. “With seven patents pending, this new version of our software is resetting expectations for usability and manageability, and delivering on our vision of ending customer frustration.”
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Stefania Viscusi