Hosted or on-demand solutions  - secure technical platform investment while growing

In-house contact center infrastructure typically requires the following elements: PBX, ACD, IVR, e-mail router, agent-facing tool, self-service tool, database, reporting tool, fax server, co-browsing tool, voice logging and recording for quality monitoring, and voicemail system. Understanding and selecting the right set of products is quite time consuming. By contrast, on-demand software is simple to use because it uses a familiar graphical user interface and all the tools are pre-integrated.

Hosted or on-demand solutions can mean anything from network-based routing, to the complete outsourcing of a contact center’s operations. An on-demand contact center software solution leaves the complexities of setting up multi-channel support technologies to the provider.

Benefits of hosted contact center software:

• Achieve rapid time to value by deploying your contact center agents with only a browser, an Internet connection and a phone.

• Integrate remote, central and home offices, and outsourcers.

• Reduce costs eliminating the need for proprietary contact center software and hardware installed locally at your site.

• Easy to configure.

• Advanced security and uptime guarantee.

• Improve contact center productivity by routing each interaction to the right agent, right away.

• Reduce average call time thanks to screen-pop, integration with CRM.

• Identify staff training opportunities with quality control functionalities.

• Supervisors can quickly and easily obtain reports about performance across all communications channels.

 

Learn More About: 

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Lead Acquisition Using New Media Techniques

Factors to consider when calculating the contact or call center ROI

Calculating Contact-Call Center ROI - How Do You Measure The Value Of Customer Satisfaction?

How to reduce costs and increase customer satisfaction.

Contact Center Analytics: Driving Greater Efficiency, Higher Revenue, and Increased Customer Satisfaction

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Stan Billue releases his classic Sales Training Series in MP3 Format

June 09, 2009 by Stan Billue

Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”

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Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers 

June 04, 2009

Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software. 

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (http://www.contactual.com/pr), the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. (http://www.pipkins.com/) a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.

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