Call Center 101

Call Center Hosted vs On-Premise

To survive in this difficult economy, businesses must deliver fast, reliable and efficient service in order to retain existing customers as well as acquire new ones. For this reason customer centric businesses must put even greater focus on the quality of service delivered through their call centers. Traditionally this has meant providing good training to call center agents, so that they have the skills in place to deliver prompt and courteous service over the phone – but today, deploying the very latest call center technology has become critically important, as it allows organizations to deliver faster, more effective customer service at a lower cost

For this reason, software-as-a-service or “cloud”-based virtual call center solutions are gaining favor over traditional on-premises or “hardware based” systems. With a  cloud-based call center solution, organizations get immediate and automatic access to the latest and most advanced call center technologies without having to bear the expense, hassle and potential disruptions that come with on-site upgrades. Through the deployment of a cloud-based call center solution, an organization can upgrade its traditional call center to a full-featured, state-of-the-art multi-channel contact center in just a matter of days, as opposed to months, and at much lower up-front cost compared to purchasing or upgrading an on-premises system.

Advantages: Hosted vs On-Premise Call Centers

Today’s cloud-based call center solutions hold numerous advantages over on-premises systems:

• Easy to Deploy - All that is needed are the computers and high speed Internet connection


• Reduced Ongoing Costs - Because our call center software is delivered via the Internet, as a managed service, a company doesn’t have to make a huge up-front capital investment in new hardware, network architecture or software licenses – instead it can simply “lease” the call center software on a “pay-as-you-go” basis


• Call Center Management - The call center software is delivered as a managed service. Contactual takes on responsibility for application performance, including the maintenance and upgrades of all related hardware and infrastructure, which in turn greatly reduces the strain on the company's IT department for inbound call centers


• Scalability - The software is hosted in a data center, where there are ample server resources. You can rapidly scale up your call center operations without having to invest in new hardware or architecture. This is particularly advantageous for companies that experience seasonal business cycles

Call Center Solutions by Contactual

Since it is hosted using a multi-tenant architecture, where customers share server resources, Contactual’s OnDemand Contact Center is highly flexible and can be readily customized to meet just about any business need. Thus it is suitable for inbound call centers in a wide range of verticals and industries, such as retail/e-commerce, financial services, insurance, utilities and internal/external help desks. Some of our widely implemented solutions are:

• Technical Support Helpdesk


• Home-based Agent Call Centers


• Virtual Call Center


• Customer Service Call Center Software

Call Center Features

Contactual’s OnDemand Contact Center is a cloud-based call center software delivering advanced features and capabilities. Built on the company’s patent pending Advanced Virtual Tenant Architecture (AVTA), which ensures maximum reliability and 99.99+% uptime. The solution offers a full suite of core call center applications, including ACD, IVR, call monitoring, CTI and out-of-the-box reporting.

Some of Contactual's OnDemand Contact Center features include:

These are just few of our features. Find an exhaustive list of our call center features here.

Deploy your Call Center

• 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 a high speed Internet connection

Contactual Success Stories

One company which has benefitted significantly through its deployment of Contactual’s cloud-based call center solution is Cycle Gear Inc., which sells motorcycle parts, apparel and accessories. Cycle Gear found what it wanted in Contactual’s inbound call center software.

The on-demand software is fast and simple to deploy; requires minimal up-front cost compared to on-premises solutions; and offers a full range of contact center applications including ACD, IVR, call monitoring, call recording, and out-of-the-box reporting. You can learn more about how CycleGear has improved its operations by migrating to Contactual’s cloud-based call center solution here.