) OnDemand Contact Center is a popular solution for call routing
, e-mail routing, Web chat routing, monitoring, and reporting. With proven scalability and reliability the solution provides increased accountability and security as well as improves top and bottom lines.
The solution was recently deployed by Call Centers 24x7, a company that supplies professional offices and small businesses with support services, including e-commerce support, warehousing and fulfillment, mailing services, and answering services. Through its distributed rural workforce model, Call Centers 24x7 is able to provision these domestic-outsourced business support services within the United States at prices competitive with offshore and blended offerings..
The company was facing difficulty managing and expanding a “virtual” organization made up of rural agents. In addition to inefficient and inaccurate routing of calls in a distributed organization, the company lacked a secure and reliable contact center environment. Also, it was not able to expand its customer base.
Call Centers 24x7 opted to go with Contactual OnDemand Contact Center. Using this solution, Call Centers 24x7 gained accurate call, e-mail, and Web chat routing, as well as monitoring and reporting.
Shane Miller, Call Centers 24x7 CEO explained in a statement that the company’s business model calls for a distributed, rural workforce. Thanks to Contactual, employees only need a phone and browser, and can be up-and-running with a few simple clicks. Employees are now free from making trips to datacenters or having to configure servers. Miller finds the solution easier to use than any other on-premise or on-demand solution.
Prior to deploying Contactual OnDemand Contact Center, Call Centers 24x7 used two other on-demand contact center solutions. Although the features of these solution seemed to match up, in practice they simply fell short of expectations. Call Centers 24x7 began to suffer from a series of issues merely weeks after deploying these solutions, which kept the company from meeting its business goals.
With the older system the calls were misrouted and customers began to question the reliability of Call Centers 24x7. The previous solutions did not offer sufficient tracking and reporting mechanisms. Moreover, Call Centers 24x7 and its callers were faced with the bleeding of conversations across phone lines causing both Call Centers 24x7 and its clients to question the security of the contact center solutions being used.
Miller searched for a solution that could actually provide the features and reliability the company needed to expand. Contactual fulfilled all those requirements.
Being able to provide contracted call center services to health care providers is not possible without a reliable contact center solution since complying with the extensive privacy guidelines mandated by HIPAA (Health Insurance Portability and Accountability Act) means having safe and secure connections that do not get misrouted.
Contactual allowed Call Centers 24x7 to expand into the lucrative healthcare field. Miller
explained that by leveraging Contactual with their rural-based workforce, the company can now safely and securely expand and offer high quality and affordable HIPAA-compliant contact center services to both small and large providers in the medical community.
“We are excited to now have the confidence to deploy marketing campaigns and to attract new customers,” he added.
According to Contactual, in the first year of using their solution, Call Centers 24x7 has increased its staff by 60 percent and customer base by 400 percent. Miller looks forward to expanding its staff dramatically over the next three years, establishing 15 to 20 call centers in rural communities across the country.
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Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.