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.

• 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
  
  

• 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
  
  

• 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 that other callers.

• 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.

• Integrate with leading CRM solutions

  Contactual provides an 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 can have a complete view of the customer interaction history and are able to address customer inquiries knowledgeably.