Contactual’s OnDemand Contact Center is now available on the Salesforce.com (News - Alert) AppExchange. The company made the announcement today at Dreamforce 2009, Salesforce.com’s user and developer conference.
has been a Contactual (News - Alert) technology partner
for a number of years
. The integrated solution combines one of the leading cloud-based CRM software platforms with one of the leading software-as-a-service-based contact center software platforms.
Through this integration, contact center agents can have detailed customer information, such as customer contact history and past purchases, screen-popped onto their desktops, thus enabling them to improve customer service, as well as to capitalize on up-sell and cross sell opportunities.
Key capabilities delivered via this integration include single user console; the ability to store and retrieve call recordings, email interactions and chat transcripts directly from Salesforce CRM cases; as well as integrated reporting and dashboards.
Contactual’s OnDemand Contact Center is a full-featured, robust contact center application suite delivered via the software-as-a-service model, which means it can be deployed quickly and easily and -- because it requires no investment in new hardware or network infrastructure -- for minimal up-front cost.
In addition, because it is delivered as a managed service, Contactual takes on responsibility for the maintenance, troubleshooting and replacement of all hardware and infrastructure, and is also in charge of application performance, thus reducing the strain on an organization’s internal IT department and eliminating the need for third party support.
“Our software-as-a-service solution eliminates everything companies don’t want – specialized hardware and software, IT demands, long-term lock-ins and costs – while providing a better customer interaction management system,” said Mansour Salame (News - Alert), CEO for Contactual, in a release. “Salesforce.com customers can now have Contactual’s seamlessly integrated call center in their Salesforce CRM deployment.”
“Contactual’s contact center software is an example of the unique applications available to salesforce.com customers in the cloud,” said Kendall Collins, chief marketing officer, salesforce.com. “Contactual is a welcomed addition to AppExchange and exemplifies the growing ecosystem of applications available to Salesforce.com customers to help them realize success.”
Earlier this month Contactual announced that it had increased its presence in Europe thanks to a new reseller partnership with Holland-based telephony and contact center software provider HTSE.
Contactual already has partners reselling its Web-based contact center software in the UK, Japan and Australia. The company reports that it is seeing increased adoption of its contact center software among businesses across Europe.
In July, Contactual announced that it had opened an office in Guildford, United Kingdom, and had established a new data center in England. The company has reportedly been building out its data center network in the region in order to meet increased demand.
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