Kunnect, a provider of cloud-based telephony and virtual call center solutions, announced the launch of WebAgent 1.0 software for use with the Kunnect XVP Hosted Call Center solution.
The new WebAgent allows remote call center agent to access the company’s customer relationship management (CRM) system from any browser. WebAgent adds a new level of custom programming, making it easier to use, company officials said.
The company claims that Kunnect's XVP Hosted Call Center solution is the most flexible in the industry because it's hosted in the Amazon Cloud. The call center can be activated within an hour or scale to meet any load demands.
WebAgent has added an additional level of flexibility in the virtual call center solution allowing companies to leverage the service of home-based employees.
Contact centers can easily integrate remote agents for increased employee productivity, customer service and operational efficiency.
"Today, many organizations are understandably reluctant to offshore call center services--they would prefer to keep their business in the U.S., particularly in light of proposed legislation,” said Fred Cote (News - Alert), president of Kunnect, in a statement.
“Kunnect's cloud-based contact center solution, including the new WebAgent, allows companies to offer a high-quality user interaction from a home-based worker for less than they'd pay to support an employee at a brick and mortar facility,” Cote added. “We think that the flexibility and cost-effectiveness of the Kunnect solution line up perfectly with the trends that are currently affecting contact centers."
WebAgent replaces Kunnect's current FAT32 User Screen software. The system does not require any software download. A SIP phone is embedded into the Web page and a small applet is loaded into memory on the agent's computer.
"Kunnect's WebAgent sets the gold standard for remote, at-home agent call center solutions with its ease of deployment and overall effectiveness," said Patrick Gibson, president of Dealer Dialer, in a statement. "It will help grow our business of providing a superior product to some of the largest automotive Web sites in the world, including Cars.com and Autobytel (News - Alert)."Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Chris DiMarco