TMCnews Featured Article
May 04, 2012
Contactual OnDemand Contact Center for the Efficient Help Desk
By Susan J. Campbell, TMCnet Contributing Editor
The internal help desk serves as an important function to support all users within the enterprise, or an extended customer base relying on key technologies for efficient operations. To support such efforts, Contactual (News - Alert) offers its OnDemand Contact Center to enable the full management of Travel, Facilities, IT and Human Resources help desks for a growing customer base.
The contact center software offered in the OnDemand Contact Center is designed for flexibility as it delivers a comprehensive feature set for the improved quality and productivity of every employee interaction. The goal is to reduce operating costs while maintaining a strong level of quality service and efficient operations.
While the internal help desk is an important element within the enterprise, it can also be a costly one when dedicated IT staff must be on hand to manage the platform. In working with Contactual’s OnDemand Contact Center, no dedicated IT staff is necessary as the application is run in the cloud. Help desk agents access all functionality through the Web browser and maintenance and updates are all handled by Contactual engineers.
The enterprise gains access to all the rich functionality standard in the on-premise solution, without the headaches and costs associated with the maintenance of such a system. Contactual also offers a 10-to-1 implementation, ensuring agents are quickly up and running, handling interactions right away.
Plus, the internal help desk can be customized according to the needs of the enterprise. Agents can be housed on-site, remotely, at home, the virtual office or anywhere else considered convenient for the operation.
Agents only need a phone, a high-speed Internet connection and a Web browser to start managing help desk interactions. And, the solution can be scaled quickly for peaks or valleys in call volume.
Employees can rely on a variety of integrated channels to make the connection, including phone, email, Web chat and more. This level of flexibility ensures all inquires are handled cost-effectively.
Integration with leading travel software, ERP (enterprise resource planning) and other internal applications is enabled through the Contactual API suite. This ensures the delivering of a personalized approach to support as each agent has instant access to the contact record and employee case history.
For the enterprise or organization seeking to optimize its internal help desk operations, the Contactual OnDemand Contact Centers offers an efficient and cost-effective approach to issue resolution, without the need for dedicated IT staff.
Edited by Stefania Viscusi