Whaleback Systems (News - Alert), a provider of managed business services has just launched a new call center workforce management solution called CrystalBlue Contact Center Solution for small-to-medium enterprises (SME).

The cloud-based solution allows SMEs to manage and operate their own call center to “deliver superior customer service, improve customer satisfaction and leverage a virtual workforce with the cost savings and benefits of an optimized cloud-based managed and monitored service,” the company said in a press release.

The on-demand service doesn’t require any additional investment in either hardware or software and powers a virtual design for remote agent environments without any additional cost, allowing agents to work from anywhere in the world. 

The call center workforce management solution can also automatically route calls to the correct individual or department through automatic call distribution (ACD) groups. The service is easily scalable and provides agent-by-agent expansion using a web-based dashboard for configuration and monitoring.

The web-based interface powers real-time monitoring, reporting, and agent log-in. Supervisor configuration screens give complete control over of all aspects of the call center environment.

Additionally, the cloud-based call center workforce management software makes call center employees much more productive as deployments of this solution up and running within hours.

"The most powerful way of gaining and retaining customers is by building strong and lasting relationships. The CrystalBlue Contact Center enables SMEs to become more customer-centric, operate more efficiently, and increase profitability," said Karil Reibold (News - Alert), CEO and president at Whaleback, in a statement. "We are providing SMEs the same functionality found in traditional, hardware intensive and expensive call centers but we have removed the cost and complexity."

In a related industry announcement, GMT, a provider of call center workforce management solution delivered its solutions to the South Carolina Federal Credit Union to create a personable environment and enable the entire team to have access to the necessary products, tools, services and forward thinking that will allow for an increased focus on a better quality of life.