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Greetings from Contactual!

Now that 2007 is in full swing we’d like to continue our discussion of contact center best practices with a highlight of the Contactual’s integration capabilities.

When it comes to customer relationship management, the two most important aspects many companies rely on are updated customer information and high impact communications. An application that combines these two aspects is a powerful tool in fostering positive customer relationships. Cost-conscious contact centers may feel they are at a disadvantage when it comes to having integrated applications like this as such solutions often involve expensive custom software.

The Integration Issue of the Contactual Communiqué shows how real users are using Contactual’s out-of-the-box and API integration capabilities and tools to streamline their customer communications.

Contactual API  Features and Benefits, Part I

- Contributed by Justin Couto, President, Couto Solutions

One of the greatest challenges to efficiency in today’s hi-tech software driven world is our use of the plethora of disconnected software applications that are supposed to make our lives easier.  It’s a major dilemma, a catch 22, a need for efficiency that is offset by the challenges that come from working in multiple applications.  So, why do we continue to torture ourselves this way?  The answer is simple: there is no such thing as a “do it ALL and tailored to MY needs” off-the-shelf software application.  Consequently, we have two options: Custom Software or Software Integration. 

Learn how software integration can help your business.

Customer Success: Best-Of-Breed CRM Integration

According to Jack Sands, President and CEO of Intrep, one important feature of Contactual that grabbed his attention was its ability to seamlessly integrate with Salesforce.com.

“By integrating with salesforce.com, we are able to combine two best-of-breed solutions into one,” says Sands. “The combination offers single-click access to customers for outbound calls, and screen pops with customer information for inbound calls.”

This integration also allows Intrep to share all contact information with its customers; a valuable tool in providing feedback for their customer’s own CRM efforts.

Read the entire success story.
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