Call Center Software

Call Center Software by Contactual

Software-as-a-service or “cloud”-based call center software is rapidly gaining favor among enterprises and SMBs, as organizations continue to discover the many advantages it has over an on-premises call center. Organizations over the world are discovering the advantages of using Contactual's call center software for their inbound call center operations.

Contactual's online call center software is fast, simple and affordable to deploy. All that is needed is a computer,a phone and an Internet connection. That means organizations avoid having to make a large upfront capital investment in new equipment and network architecture. In addition because our call center solution is delivered on a subscription basis, organizations don’t need to pay for expensive software licenses, they simply “lease” the software on a pay-as-you-go basis.

Our Call Center Solution Features

Contactual is a leading provider of Web-based inbound call center technologies. Our OnDemand Contact Center platform offers a suite of core inbound call center technologies, including ACD with universal queuing for multimedia contacts and skills based routing, and IVR with self-serve options. What’s more, our patent pending Advanced Virtual Tenant Architecture (AVTA) distinguishes our inbound call center solution from others on the market in terms of reliability.

Some of Contactual's OnDemand Contact 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

Call Center Solutions

Contactual’s OnDemand Contact Center is suitable for inbound and blended call centers in a wide range of verticals and industries, such as retail/catalog/e-commerce, financial services, insurance, utilities and internal/external help desks. Because the call center software is hosted on a multi-tenant platform, where server resources are shared, it is highly flexible and can be readily customized to meet just about any business needs.

Customer-facing call centers can benefit significantly from the solution’s multimedia routing capabilities. Customers today demand the freedom to choose which channels they use to make contact, whether phone, email or Web chat. These alternate channels are already demonstrating their value in terms of reduced communications costs and increased agent productivity: For example, a call center agent can handle multiple emails or Web chat sessions simultaneously, whereas this is not possible with phone calls. In addition, intelligent routing means customers are directed to the most appropriate available agent quickly, a proven driver of customer satisfaction. Read about some of our other applications here:

Implement your call center software

Step 1 - Contactual quickly provisions a tenant for your inbound 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 inbound call center agents are ready to receive calls! All they need is a phone, a web browser and an Internet connection

Contactual Success Stories

MCM Services Group, a full-service legal marketing & consulting company, is one of the many businesses that has improved operations using Contactual’s call center software. One of the reasons the company selected the solution is because it could be readily integrated with its legacy CRM system.

“We looked into several solutions, evaluating them for functionality and price,” said Todd B., CEO of MCM Services Group, in a customer case study posted on Contactual’s Website. “We chose Contactual because it would integrate well with our in-house CRM and Contactual’s price was favorable.”

Find out how MCM benefited with our call center software implementation.