Customer Communications Management
Contactual offers a 100% hosted call center software solution to improve your customer communications. With all call center
features available through a web browser, there is no need to purchase, configure and maintain specialized software and hardware
components. All functionalities are quickly deployed using VoIP and traditional telephony technologies to meet the changing
requirements of your business.
Benefits:
- No custom software
- No expensive hardware
- Low monthly fees
- Rich features
- Quick deployment
Contactual Call Center Solution
Improve quality of customer service
Callers are routed to the right queue based on the criteria entered
via the IVR function. Contactual gives you the ability to adjust routing parameters by using data from your CRM system, such as account
numbers and zip codes, to ensure that all callers receive the level of care they deserve. For example, your VIP customers
might be placed at the head of the call queue and handled with a higher priority than other callers. Once callers enter the
appropriate queue, the next available call center representative with the highest skill to handle the inquiry answers the
phone. The ability to connect callers with the right resource in a timely fashion helps your organization enhance call center
effectiveness and improve the quality of customer service.
Increase productivity quickly
The award-winning graphical user interface (GUI) makes it easy for
your call center agents to learn and use functionalities of the solution and rapidly reach high productivity levels.
Contactual's
Jumpstart training will get your call center up and running and your team fully trained in a matter of hours. Following the
training, agents have access to features that improve quality of customer service and contribute to the first-call problem
resolution. Online training guides are available to agents and supervisors at any time for a quick refresher course.
Integrate with leading CRM solutions
Contactual provides out-of-the-box integration with Salesforce.com,
a leader in hosted CRM solutions, and with NetSuite, the leading on-demand ERP provider. Plus, Contactual can integrate with
any solution you have, on-demand or on-premise. As a result, your call center agents have a complete view of the customer
interaction history and are able to address customer inquiries knowledgeably.
Your call center is now a contact center
While telephony remains a popular channel for customers to reach companies, email and web chat are not far behind. A robust
customer communications solution should provide you with full-featured multi-media interaction capabilities (that’s
why it is no longer just a call center but a contact center) so you can connect with customers and prospects in a variety
of ways.
While Contactual is a great call center solution, it also offers email and web chat capabilities that can
help you reach and be reached by your customers in the way that’s right for them.
Read about the evolution of
call center technology.
