Contactual Advances Contact Center Usability and Management with Contactual OnDemand Contact Center Version 6

Published on February 23, 2009 in Computer & Electronics, Computer Software, Internet, Technology

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Re-engineered platform and a redesigned agent interface delivers enhanced functionality, increased performance, and rapid time-to-value

SAN CARLOS, CA (February 23, 2009) –

Contactual, the leader in on-demand call center software for customer facing organizations looking to improve customer loyalty while reducing costs, today announced the availability of Contactual OnDemand Contact Center Version 6. The latest major product release of Contactual’s software-as-a-service-based contact center platform improves ease-of-use and overall performance, helping companies and partners end customer frustrations while eliminating the costs associated with traditional call centers.

New features include 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. Contactual OnDemand Contact Center Version 6 also arms managers with a host of new functionality, including better security, a new reporting API and an improved IVR editor. Moreover, platform capacity, stability and interactive toolbar performance are all significantly improved over previous versions.

“It is nice to see our vision come to reality. 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, 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.”

“For companies to operate in this economy, they must excel at customer service. And they need to achieve this under tighter budgets,” said Ashwin Iyer, program director, Frost & Sullivan’s Contact Center practice. “The shift to an operational expenditure model, elimination of maintenance costs and ease of provisioning are making hosted solutions like Contactual’s an attractive value proposition. As a result, Contactual’s OnDemand Contact Center has been adopted by many companies of all sizes from small start ups to Fortune 500 enterprises.”

Contactual’s design supports contact center set-up and configuration within hours. Contactual’s contact center software is implemented without any costs, enabling contact center 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.

Contactual pioneered the use of hosted contact center solutions that dramatically reduce the costs of call center operations by eliminating the need for infrastructure or agents to be physically located on-site. Contactual provides a hosted contact center solution for small and medium businesses and for departments within large organizations.
About Contactual

Since 2000, Contactual has provides a patented on-demand contact center for small businesses and enterprise departments looking to improve customer satisfaction while lowering costs. Contactual’s inviting interface, advanced control and reporting, and low maintenance requirements allow companies and internal service organizations to focus on providing great service rather than managing the call center. Contactual is a 2007 Best Communication Solution CODiE Awards finalist and a winner of 2006 Best Integrated Solution award from NetSuite. Contactual has earned the Frost & Sullivan 2005 Global Excellence in Technology Award as well as TMC Labs’ Customer Interaction Magazine 2005 Innovation Award. For more information, visit www.contactual.com/pr.

Source: Contactual

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