Virtual Call Center

To reduce costs and delver employees the benefits of working from home, a virtual call center could prove to be the best solution. It has been said that employees who work from home not only are happier but also save money expenses such as transportation and the upkeep of their car.

 

San Carlos, Calif.-based Contactual (News - Alert) (News - Alert) offers a virtual call center solution that ties together all customer communication channels, such as phone, e-mail, Web chat and voicemail, and provides a variety of metrics and productivity tools.

 

Officials say dozens of Fortune 500 companies selected Contactual OnDemand virtual call center software over the traditional on-premise providers because of the benefits of a fully featured call center application.  

 

“Contactual’s OnDemand virtual call center software is the most innovative and flexible offering among call center providers and allows organizations to quickly and easily reinvent their customer interaction experience for all of their customer contact methods or for a single method such as email response management,” company officials said.

 

Virtual call center features include:

 

 

Contactual officials said that their on-demand approach offers a complete and flexible contact center solution using state-of-the-art call center technology.

A plug-and-play solution for contact center providers, users can start using Contactual for customer interaction needs or for single interaction methods such as e-mail response management right away. Contactual is hosted in Top Tier Data Centers and leverages a fully redundant infrastructure.

 

Direct Interactions, an outsourced call center provider that specializes in hiring Americans and veterans with disabilities as agents working from home in the U.S. The company provides enrollment management and support for clients in the higher education and eLearning industry.

 

Looking to for a cost-effective solution that would also increase productivity, Direct Interactions was looking for a virtual call center solution that would meet very specific criteria.

 

 

Direct Interactions decided on Contactual’s OnDemand virtual call center solution. Readily adaptable for people with disabilities, Contactual makes it easy for the Direct Interactions team to work from home. People with disabilities are often loyal and hard working employees. Hiring Americans with disabilities reduces turnover, reduces training costs, and improves customer service for Direct Interactions’ clients.

 

“We obtain a significant business advantage by hiring people with disabilities as call center agents," said Jonas Nicholson, executive vice president of Direct Interactions. "The way Contactual is built enables our people to work from home. For us it’s all about making the job enjoyable for our employees and creating long term careers for them. Contactual is easy to use, it performs wonderfully, and our agents have gotten up to speed very quickly with Contactual."

 

Direct Interactions chose Contactual as its virtual call center solution because of its adaptability for people with disabilities, its flexible connectivity, its recording capabilities, its integration with NetSuite’s CRM software, and its pricing. 

 

Nicholson added, “Since Contactual is easily adapted for people with disabilities, it makes it easy for us to hire them. As a result, we can recruit from a large, hardworking and technically savvy labor pool. That’s been one of our secret sauces for success.”

 

For more information about Contactual’s OnDemand virtual call center solution, visit their Web site or check out their Virtual Call Center channel here on TMCnet.