Contactual, provider of hosted contact center solutions, announced this week a major upgrade to its flagship product, OnDemand Contact Center, which is now capable of supporting more than 500 simultaneous agents per customer.
“The ability to scale to support these larger deployments will be an important factor in bringing on-demand contact centers into the mainstream." said Ashwin Iyer, Program Leader, Contact Center/CRM with Frost & Sullivan, in
a press release.
Version 5.0 of the solution can “scale to the bandwidth needs of larger customers, accommodate larger VoIP environments, and deliver enhanced skills-based call routing capabilities to maintain and improve service levels across a larger number of queues,” Contactual said in the press release.
The upgrade also incorporate the following new features:
Setup by agent profile -- Enables system administrators to create templates including queues, assignments and access rights for individual user groups, eliminating redundant data entry.
Increased SIP phone support – Converged voice and data network device support is now available for Cisco 7940/7960 and Grandstream BudgeTone 100 desk phones; and CounterPath (formerly XTen) X-PRO, X-Lite, eyebeam, and Microsoft (
News -
Alert) IM softphones.
Enhanced email management – E-mail now can be automatically forwarded to the system administrator for manual handling.
Self-service deletion of unneeded schedules – In-house administrators can use CRM records and call monitoring files to perform maintenance without submitting requests to Contactual.
Automatic transfer of system updates to Contactual's backup system -- Eliminates the need for system administrators to manually replicate system changes in the Contactual Backup Tenant.
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Mae Kowalke previously wrote for Cleveland Magazine in Ohio and The Burlington Free Press in Vermont. To see more of her articles, please visit Mae Kowalke’s columnist page.
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