About Contactual Customer Service Software

Contactual OnDemand Contact Center is a complete solution for service and support that enables organizations to manage customer interactions over multiple channels. With Contactual OnDemand Contact Center’s flexible and comprehensive features, you can cost-effectively improve the quality and efficiency of every customer touchpoint, thereby increasing customer lifetime value.

Benefits

Business Benefits

• Exceed service levels by prioritizing top customers and setting clear expectations of hold times
• Minimize customer frustration by eliminating transfers and streamlining queries in a centralized view for agents
• Retain top customers by offering a personalized approach and sending them to your best agents
• Lower your TCO – no CAPEX or IT staff required, low-cost subscription

Operational Benefits

• Eliminate the headache of managing point solutions for phone, email, chat, and voice-mail Reduce average call time and make agents more productive via screen-pop and skills-based routing
• Increase case resolution rates thanks to quick access to FAQs as well as a full history of the support request via CRM integration
• Identify trends, appropriate staffing levels, and opportunities for improvement thanks to supervisor reports
• Monitor agents in real-time or record calls for playback later

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, software, integration, training and administrative 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 is a 2007 Best Communication Solution CODiE Awards finalist and a winner of 2006 Best Integrated Solution award from NetSuite. Contactual has earned the Frost & Sullivan 2005 Global Excellence in Technology Award as well as TMC Labs’ Customer Interaction Magazine 2005 Innovation Award.