"Contactual" Agreement

By Vincent A. Randazzese, CRN

Many companies desire a full-featured, first-class call/contact center but lack both the financial and physical resources to deploy such a robust solution. Solution providers can help to meet that need with Contactual's OnDemand Contact Center, a Web-based hosted virtual PBX service that provides companies with all of the bells and whistles one would expect from an enterprise call center--but without the complexity and cost.

The suite is easy to use and configure. Through one single interface, employees can e-mail, chat and route phone calls. Managers, on the other hand, can view how their employees are handling calls through realtime historical reporting. The Web interface displays statistical information to improve customer-service quality and responsiveness for all call center representatives. It manages this by displaying what time the call came in, queue and length of call. The suite also can monitor live agent calls that can be recorded for training purposes.

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