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Call Center Solution from Contactual Helps WebConverse Improve Client Relationships, Reduce Costs

TMCnews Featured Article

April 16, 2008

Call Center Solution from Contactual Helps WebConverse Improve Client Relationships, Reduce Costs

By Mae Kowalke, TMCnet Contributor

Like most call center companies, the success of WebConverse hinges on being able to build better customer relationships while keeping support costs low. When the California-based supplier of outsourced customer care went looking for a way to cost-effectively integrate its call center applications in order to improve visibility into activities and performance, it discovered Contactual’s (News - Alert) OnDemand Contact Center solution. The rest, as they say, is history.

In a case study from Contactual, WebConverse’s CEO, Peter Newell, said that the company was founded on a straightforward principal: technology is the key to successfully delivering outsourced support. On-demand technology, specifically.
“We serve a wide variety of clients, each with different needs,” Newell said in the case study. “We also provide multiple communication channels and multi-site capabilities throughout our support centers in California, Utah, Ireland and India. This made it essential to have a solution that was open, distributed, and easy to use.”
Finding the right solution proved to be a challenge, Newell said, especially locating a vendor that provided a single, integrated offering that could be deployed without capital investment. That’s what made Contactual’s call center solution, OnDemand Contact Center, stand out.
“We didn’t do anything special to get started with Contactual,” Newell said. “They told us it would only require a phone line, PC, and Internet access and sure enough, that’s all it took.”
With Contactual’s call center solution in place, WebConverse for the first time gainedan affordable multichannel support environment that integrated with third-party CRM products. That integration was a key reason why the company picked Contactual as a vendor.
“In our business, CRM is critical — we’re accountable to our clients for meeting service level agreements and accurately reporting the results,” Newell explained. “Contactual
makes it easy for us to track issue resolution and manage cases. With Contactual, the contact center and CRM is all integrated into one solution, right out of the box.”
Thanks to Contactual’s call center offering, WebConverse gained the technology it needed to stay focused on business rather than IT management. That benefits both internal staff and external customers.
“It’s really easy for agents to learn —cutting training from three days to less than one day,” Newell said. “Contactual has earned a resounding thumbs-up from everyone in our organization.”
He added: “Ultimately, Contactual enables us to focus on our core competency - providing turnkey support solutions to customer companies throughout the
United States. We can spend our efforts maintaining our high quality personnel and processes and delivering a higher level of service to our clients.”
It doesn’t get much better than that.
To learn more about Contactual’s solutions, please visit the Call Center channel on, brought to you by Contactual.
Mae Kowalke is senior editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Mae’s articles, please visit her columnist page. She also blogs for TMCnet here.

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