Contactual Improves Call Centers with its OnDemand Software

Call centers handle various kinds of costumer interaction, the main ones being outbound calls and inbound calls. To handle the large volume, agents need multiple communication tools in order for them to perform to their maximum potential.

 

For call centers that are looking for a cost effective product, rather than spend millions of dollars on an in-house infrastructure, can purchase automation solutions using a hosted model. A hosted model gives call centers sophisticated software that offers the best features including having the vendor keep tabs on all maintenance services.

 

San Carlos, Calif.-based Contactual (News - Alert) offers all-around hosted call center software, “OnDemand Call Center,” improving upon the infrastructure of any call center.

 

The Software-as-a-Service model can be immediately deployed in any call center for a low subscription fee and no hardware or software to buy plus no implementation or maintenance team to hire.

 

Contactual’s OnDemand software offers call centers rich feature that can quickly and easily optimize call center operations and immediately realize significant cost-savings that continue over time, officials said.

 

Since 2000, Contactual has been a provider in hosted contact center technology. With its patented skills based routing algorithm, patent pending Advanced Virtual Tenant Architecture, and six additional patent pending technologies, call center can rest assure that they are in good hands.

 

“Our commitment to continuous innovation has reinvented the customer contact experience and is something that will continue to benefit our customers and partners for years to come,” officials said. 

 

One company that implemented Contactual’s OnDemand software is Seattle, Wash.-based DirectInteractions.com, an outsourced call center provider that mainly employs disabled persons.

 

According to Contactual officials, DirectInteractions.com was looking for a call center solution that would meet five very specific criteria:

 

• A solution that was easily adaptable to agents with disabilities.

• Flexible connectivity to allow its agents to work from home nationwide via VoIP or landline phones.

• Record live calls and training sessions to remotely train new agents.

• Tightly integrate with NetSuite’s (News - Alert) CRM soft ware.

• A solution that would be cost-effective. Solution Direct Interactions chose Contactual as its virtual call/contact center solution because of its adaptability for people with disabilities, its flexible connectivity, its recording capabilities, its integration with NetSuite’s CRM soft ware, and its pricing.

 

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