Inbound Call Center

Inbound Call Center by Contactual

Organizations over the world are discovering the advantages of using Contactual's call center software for their inbound call center operations. With Contactual’s Inbound Call Center Solution, an organization can deploy a full-featured, state-of-the-art inbound call center quickly, easily and for a fraction of the up-front cost of deploying an on-premises system. All that is needed are the computers and an Internet connection.

One of the biggest advantages of implementing a hosted call center solution is that it eliminates the high cost of investing in new hardware, network infrastructure and software licenses in order to get the latest and most advanced inbound call center technologies. Because our call center software is delivered via the Internet, we assume responsibility for all maintenance and upgrades, including integration with leading CRM systems and overall application performance. Contactual significantly reduces the strain on company's IT departments.

Inbound Call Center Solutions

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:

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

Implement your Inbound 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 an Internet connection

Contactual Success Stories

One company which has benefitted significantly through its deployment of Contactual’s cloud-based inbound 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 inbound call center solution here.