Solutions for Call Center Outsourcers

Your clients trust you with a fundamental part of their business – managing interactions with their customers. Outsourcers understand the important role that call center technology plays in delivering exceptional customer service and meeting the needs of clients large and small. 

As the global leader in hosted call center software Contactual helps numerous outsourcing firms excel in this increasing competitive market. The Contactual OnDemand Contact Center is a comprehensive solution that provides outsourcing firms with a powerful and flexible platform for managing all types of call center functions.

Contactual provides the functionality you need to manage phone, web chat, and email interactions through a single, easy to use system. With Contactual you can focus on delivering exception results for your clients without worrying about the high cost and headaches that come with managing complex call center infrastructure. 

Key Benefits for Outsourcers

Ramping up to handle new clients or seasonal call volumes is finally easy. Contactual allows you to deploy a new call center in just a few days. Quickly add more agent seats without the long lead times and complex licensing arrangements associated with premise-based solutions; just add your additional agents via the web-based tool and they are immediately live to take calls. With the OnDemand Contact Center you can scale back down just as quickly which means you can say goodbye to excess capacity that site idle.

Increase Oversight of Client Operations

Comprehensive call center reporting and monitoring tools are critical to running your clients’ business effectively. Contactual provides robust reporting capabilities that track both agent and interaction activities allowing you to measure campaign performance and report back to your clients on key metrics. In addition our monitoring and service level alerts allow you quickly identify areas of concern. Contactual’s call recording capabilities give you the flexibility to tailor recording to meet the individual needs of each client – record all calls, a pre-defined portion of calls, or record calls on-demand. 

Staffing flexibility is critical to keep pace with your clients’ changing business needs. With Contactual all your agents need is a web browser, an Internet connection and a phone so they can work from your location or from home. There is no hardware or software to install and never any plug-ins to download and configure. Agent to agent chat and broadcast capabilities are additional tools that allow your agents to function as one seamless virtual call center regardless of their physical location.

Customer Success Story

Learn how outsourcers Direct Interactions and Hawaii Direct benefit from the Contactual OnDemand Contact Center.