Contactual pioneered the use of hosted contact centers that 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. This 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.

• 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, companies can cost-effectively improve the quality and efficiency of every customer touchpoint, thereby increasing customer lifetime value.
• OnDemand Contact Center eliminates the headache of managing point solutions for phone, email, chat, and voice-mail. The solution reduces average call time and makes agents more productive via screen-pop and skills-based routing. It also increases case resolution rates thanks to quick access to FAQs as well as a full history of the support request via CRM integration.
• Contactual OnDemand Contact Center enables telesales and inbound sales teams to increase close rates and sales productivity. With this feature, companies can route sales inquiries to the rep most likely to close the deal, ensure web leads don’t get stale, and leverage prospect data to enable up-sell and cross-sell.
• With Contactual’s available Professional Services capabilities, customers work with seasoned contact center automation experts.