Virtual Call Center

Virtual Call Center Agent The flexible architecture of the Contactual OnDemand Contact Center allows you to integrate your headquarters, remote offices, and outsourced locations in to a virtual call center. They’ll operate seamlessly as one team and enable you to access talent outside your geography, eliminate overtime costs, and reduce overhead.

Traditionally deploying a call center across multiple sites and geographies required long lead times, additional specialized infrastructure, and a dedicated IT staff. Through our innovative call center software we make it fast and easy to deploy a virtual call center solution – agents simply need a phone, an Internet connection, and a web browser to get started.

Virtual Call Center Solutions

Because our virtual call center solutions enable organizations to easily and cost-effectively manage multiple, geographically dispersed agents, it also helps organizations achieve business continuity and customer service resiliency in the event of a network outage, natural disaster or some other unforeseen event. In fact, companies that have dispersed operations – remote call centers and/or home-based agents spread throughout a region, country or even globally -- benefit most from the virtual call center environment. Some of our widely implemented solutions are:

Call Center Software Features

The fully web-based call center solution offers a suite of core call center technologies, including ACD with universal queuing for multimedia contacts and skills based routing; IVR with self-serve options; and CTI to facilitate integration with CRM systems and databases. In addition, Contactual’s patent pending Advanced Virtual Tenant Architecture (AVTA) distinguishes its virtual call center solution from others on the market in terms of reliability.

Some of Contactual's Virtual Call Center features include:

	ACD/Skill-Based Routing Get your customers to the right agents, right away		IVR (Interactive Voice Response) Automate interactions with your clients
	Multimedia Management Manage phone, email & chat channels in one application		CTI (Computer Telephony Integration) Coordinate telephony and data delivery to your agents
	Collaboration See and control your clients' desktops		Case & Contact Management Track all interactions with your customers
	CRM Integration Out-of-the-box integration with leading CRM vendors		Real-Time Monitoring Take the pulse of your call center operations
	Call Recording Robust call recording and retrieval capabilities		FAQ Knowledgebase Quick answers to customers’ questions
	Real-Time Reporting Call center metrics at your fingertips

Customer Success Stories

One company that is benefitting from the home-based agent model, thanks to its deployment of Contactual’s virtual call center solution, is askAFS, a leading provider of telephone and web-based financial counseling. Several years ago the company decided it needed a virtual call center solution to help it better monitor its remote counselors, as well as widen its geographic recruiting area.

“We wanted a web-based call center solution so we could recruit qualified counselors nationwide, not just from the region near headquarters,” explained Mark G., VP of operations and administration, askAFS. “With Contactual, we can recruit from anywhere, so we can hire the cream of the crop in the U.S. Without Contactual’s virtual call center solution, we’d be limited to the smaller pool of experts within commuting distance of our headquarters.”

To download a free copy of the customer case study, click here

Implement your virtual call center

Step 1 - Contactual quickly provisions a tenant for your call center. Unlike other call center software providers, there are no thin clients or Java-based applications to install
Step 2 - Have your managers attend Contactual’s JumpStart program, which consists of four one-and-a-half hour hands-on sessions. Through these online sessions, your managers will learn how to upload IVR messages, add new agents, establish queues, define call flows and more
Step 3 - Transition your 800 numbers and your call center agents are ready to receive calls! All they need is a phone, a web browser and an Internet connection