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July 23, 2010

CyberDefender Integrates Call Center Phone System, 1,000 Agents

By David Sims, TMCnet Contributing Editor

CyberDefender Corporation, which sells Internet security software, utilities and Live PC Support services, has announced that it is integrating a new call center phone system and is installing customer experience software.

CyberDefender officials say they expect that these new technologies "will enable it to increase its call center volume by tenfold," and provide "adequate infrastructure for more than 1,000 additional agents, supporting the company's customer growth initiatives."

Integration of the telephony and CX solution is expected to be complete by the end of 3rd Quarter 2010.

Earlier this month, TMCnet reported that company officials had warned of an increasing threat of adware and malware delivered by YouTube (News - Alert) videos.

"YouTube clips increasingly display links to other pages. Beware! Many of these are infected with malware or adware. Once users click on the link, leaving the safety of YouTube, infection becomes a scary -- but probable -- reality," said Achal Khetarpal, director of threat research, CyberDefender.

The CX product from RightNow Technologies (News - Alert) is a cloud-based tool for organizations to enable interactions across the web, social, and contact center touchpoints. "RightNow CX will give CyberDefender a 360-degree view of its call centers, allowing agents to track and analyze all customer interactions," CyberDefender officials say.

In addition, RightNow CX will provide CyberDefender with other technologies, including web self service, knowledgebase integration, incident tracking and cloud monitoring for customer communications via social media channels such as Facebook (News - Alert), YouTube and others.

Communications-as-a-Service from Interactive Intelligence is expected to provide CyberDefender with multichannel routing and queuing for all four CyberDefender call centers, located in the oddly disparate quartet of Los Angeles, Syracuse, the Philippines and India.

Use of the CaaS offering is expected to help drive down toll-free origination costs, CyberDefender officials say, noting that it's expected to result in a 20 percent per month cost savings for CyberDefender.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Stefania Viscusi

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