Contactual Triples Size of Supported Contact Centers, Extending Hosted Model to Larger Organizations; New Version 5.0 Scales To Support More Agents Per Customer.SAN MATEO San Mateo (săn mətā`ō), city (1990 pop. 85,486), San Mateo co., W Calif., on San Francisco Bay; inc. 1894. It is a commercial and retail center with some high-technology manufacturing. San Mateo, Spanish for St. , Calif. -- Contactual today announced a major upgrade to its Contactual OnDemand Contact Center that more than triples its previous agents-per- customer capacity. The new Version 5.0 can support more than 500 simultaneous agents per customer, enabling growing contact centers as well as larger organizations to reduce costs by outsourcing the contact center infrastructure. Upgrades to Contactual OnDemand Contact Center allow the service to scale to the bandwidth needs of larger customers, accommodate larger VoIP environments, and deliver enhanced skills-based call routing A call center feature that switches the call to the agent most capable of helping the caller at that moment. The caller is identified by Caller ID or voice response and matched against a caller database. capabilities to maintain and improve service levels across a larger number of queues. In addition, new features added to support larger and more flexible deployments include: --Setup by agent profile, permitting system administrators to create templates including queues, assignments and access rights for each user group and then quickly configure entire groups and/or new agents without redundant data entry. --Increased SIP phone A sip phone uses Voice over IP technologies. The phone runs using SIP protocol. It can have many features which a normal phone does not/cannot have. It can support using email like id to make call (easier to remember as compared to names) as well as normal phone number. support, giving call centers with converged voice and data networks a variety of device options including Cisco 7940/7960 and Grandstream BudgeTone 100 desk phones as well as CounterPath (formerly XTen) X-PRO, X-Lite and eyeBeam and Microsoft IM softphones. --Enhanced email management, enabling emails to be automatically forwarded to the system administrator for manual handling if they cannot be automatically routed to the appropriate destination based on factors such as keywords. --Self-service deletion deletion /de·le·tion/ (de-le´shun) in genetics, loss of genetic material from a chromosome. de·le·tion n. Loss, as from mutation, of one or more nucleotides from a chromosome. of unneeded schedules, CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. records and call monitoring A call center feature that lets managers listen in on agents' calls in order to improve agent performance. Also called "agent monitoring" and "call logging," it can be done in real time with or without the agent's knowledge, or calls can be recorded for later retrieval. files, allowing larger call centers with in-house administrators to perform these tasks without submitting requests to Contactual personnel. --Automatic transfer of system updates to Contactual's backup system Noun 1. backup system - a computer system for making backups ADP system, ADPS, automatic data processing system, computer system, computing system - a system of one or more computers and associated software with common storage , eliminating the need for system administrators to manually replicate system changes in the Contactual Backup Tenant used for disaster recovery. Contactual also remains the only hosted contact center provider that can provision a complete system in as little as four hours, operate with any kind of phone infrastructure from PBX (Private Branch eXchange) An inhouse telephone switching system that interconnects telephone extensions to each other as well as to the outside telephone network (PSTN). to VoIP, and provide integrated email and chat functionality. "The hosted model began as a cost-effective alternative for smaller contact centers that cannot afford automatic call distributors, interactive voice response systems and all the other components required in a traditional on-premise installation, but it is an equally valid option for larger centers," said Ashwin Iyer, Program Leader, Contact Center/CRM with Frost & Sullivan. "The ability to scale to support these larger deployments will be an important factor in bringing on-demand contact centers into the mainstream." "We have been using Contactual successfully for five years, and we will soon reach their original seat capacity," said Pete Newell Peter Francis "Pete" Newell (born August 3, 1915 in Vancouver, British Columbia) is a former college men's basketball coach and current basketball instructional coach. He coached for 15 years at the University of San Francisco, Michigan State University and the University of , CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of WebConverse, a provider of call center outsourcing services. "This upgrade will enable us to continue using their OnDemand Contact Center as we add agents to accommodate ongoing growth in our business." Contactual OnDemand Contact Center 5.0 is available immediately. About Contactual Contactual pioneered the use of hosted contact centers that dramatically reduce the costs of outfitting customer service, help desk, technical support and inside sales team operations by eliminating the need for premise-based infrastructure. The Contactual OnDemand Contact Center eliminates all upfront hardware and software costs; enables organizations to operate virtual contact centers with agents working from home and/or multiple sites; and unifies customer communications from phone, VoIP, voicemail, email and Web channels into one routing, queuing and tracking system for maximum efficiency. Contactual has earned the Frost & Sullivan 2005 Global Excellence in Technology Award as well as TMC TMC Technology Marketing Corporation (Norwalk, Connecticut) TMC Texas Medical Center (Houston, TX) TMC Traffic Message Channel TMC The Movie Channel TMC Traffic Management Center Labs' Customer Interaction Magazine 2005 Innovation Award. For more information, visit www.contactual.com. |
|
||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion