Today’s software-as-a-service or “cloud”-based contact center solutions hold numerous advantages over on-premises systems, including the fact that they are fast and simple to deploy; require minimal upfront cost (since they do not require any investment in new hardware or network architecture); deliver advanced features and functionality; and offer simplified, subscription-based pricing.
In addition, today’s Web-based contact center solutions continue to improve in terms of “out-of the-box” integration capabilities with other systems. For example, many of today’s SaaS (News
)-based systems can be readily integrated with legacy CRM systems for the purpose of “screen-popping” detailed customer data to agents during interactions.
Five years ago MCM Services Group, a full-service legal marketing/consulting/media finance company, decided it needed a new contact center system to improve its client relations. The company ended up selecting Contactual’s (News
) OnDemand Contact Center solution because it could be readily integrated with its legacy CRM system.
“We looked into several solutions, evaluating them for functionality and price.” said Todd Bassinger, CEO of MCM Services Group, in a customer case study posted on Contactual’s Website. “We chose Contactual because it would integrate well with our in-house CRM and Contactual’s price was favorable.”
MCM Services Group serves law firms by developing, executing and financing legal advertising campaigns for mass torts in the pharmaceutical and medical device industries. The company has created and run many famous campaigns, including the legal advertising campaigns in the Vioxx and Fen-Phen mass torts. It offers ad design and media buying, plus a 24/7 bilingual call center and online database to help law firms manage their cases after the advertising campaigns start to run.
MCM Service Group used Contactual’s contact center software for its 24/7 contact center in Northeast Iowa for four years – but when the company’s contact center grew to a total of 25 agents in 2008, management decided it would be more cost effective to outsource contact center operations.
“However, we have kept Contactual as the front end interface to route our callers to our outsourced call center,” Bassinger said. “I use Contactual’s IVR system to easily record individual greetings for 400 different toll-free numbers for legal advertising campaigns for our more than 50 clients, and then route the inbound calls to the outsourced call center.”
So, flexibility in terms of deployment is another huge advantage Contactual’s SaaS-based contact center software brings:
“Contactual’s Interactive Voice Response system is so easy to use,” Bassinger said. “Its administrative section for recording and programming greetings for each of the 400 individual toll free lines we have is so intuitive. It is so flexible. I can route the callers differently depending on times of day, expected volume of calls, and things like that. I can choose to route the call based on a schedule. And, whether that schedule is open or closed, I can route the calls to different Direct Inward Dial (DID) lines (local numbers) accordingly.”
To learn more about Contactual’s OnDemand Contact Center, click here
-- or to download a free copy of the MCM Services Group case study, click here
Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.
Edited by Patrick Barnard