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Contactual's 5.0 Upgrades On-Demand Contact Center Offering
TMCnet Contributing Editor
Contactual, formerly White Pajama, has introduced a new version, 5.0, of their web-based call center suite.
The on demand web-based, virtual PBX product “makes a difference for companies with busy call centers,” according to company officials, offering them “better control over call volume.”
For example, when calls come in and are queued, the oldest calls are taken first. The product also has a built-in skill matrix which routes calls for those people on vacation to the best skilled person to handle the call. Other product additions include caller line ID, e-mail management and creation of automatic CRM files.
Last month Contactual announced a major upgrade to its Contactual OnDemand Contact Center, that “more than triples its previous agents-per-customer capacity.”
The new functionality can support more than 500 simultaneous agents per customer, enabling growing contact centers as well as larger organizations to reduce costs by outsourcing the contact center infrastructure, company officials claim:
“Upgrades to Contactual OnDemand Contact Center allow the service to scale to the bandwidth needs of larger customers, accommodate larger VoIP environments, and deliver enhanced skills-based call routing capabilities to maintain and improve service levels across a larger number of queues.”
In late April Contactual announced that it closed its first institutional investment round with $9 million in Series A funding to “support ongoing development of Contactual OnDemand Contact Center,” the company’s hosted product for deploying and operating
Enterprise class multi-channel contact centers, according to Contactual officials.
The lead investor in the round was Leapfrog Ventures, a Menlo Park, California-based venture capital firm that specializes in early investments in technology companies.
Proceeds from the round will be used to finance continuing enhancements to the Contactual platform, now in its fifth generation with over 500 tenants provisioned at the Contactual data center and additional customers hosted separately by channel partners such as NEC ( News - Alert) in Australia and Vitstage in Japan. The funds will also be used to expand the company’s sales, marketing and channel initiatives.
Contactual officials say end users benefit by reducing operating costs through outsourcing of the contact center infrastructure. Contactual claims to be able to provide a complete system in as little as four hours, operate with any kind of phone infrastructure from PBX to VoIP, and provide integrated e-mail and chat functionality.
David Sims is contributing editor for TMCnet. For more articles please visit David Sims’ columnist page.
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