Patented Method Improves Contact Center Management by Increasing Contact Throughput and Service Level Agreements without Increasing Resources

SAN CARLOS, CA (March 31, 2009) –

Contactual, the leader in on-demand contact center software for customer facing organizations looking to improve customer loyalty while reducing costs, today announced that the U.S. Patent and Trademark Office has awarded U.S. Patent No. 7,426,267 to the company’s method of simplifying management of a multimedia, skills-based contact center. The innovation improves routing of multimedia sessions and improves service levels with the same resources while greatly simplifying the configuration of the contact center.

“Our goal is to increase customer loyalty for organizations that choose Contactual. One of the most important benefits of our hosted system is the ability to continually improve performance and change expectations from a contact center,” said Mansour Salame, CEO and chairman of Contactual. “Through our new patent, contact center managers will realize the leaps in innovation that we promise to deliver to this space, by improving the contact center’s operational efficiency while dramatically reducing the complexity of configuration. This invention will dramatically improve the service levels that contact centers – especially those with constrained budgets – are able to deliver and could be one of the most significant inventions since the ACD itself.”

The patent addressed several of contact center managers’ most pressing challenges by aligning caller priority to specific service level agreement and matching priority with appropriately experienced agents. This enables the system to automatically set the appropriate service levels for each type of incoming communication — call, e-mail or chat, — simplify configuration, leverage agents more effectively, and ultimately provide better customer service. More information about the patent can be found at HERE.

Contactual pioneered the use of hosted contact center solutions that dramatically reduce the costs of call center operations by eliminating the need for infrastructure or agents to be physically located onsite. Contactual provides a hosted contact center solution for small and medium businesses and for departments within large organizations.
About Contactual

Since 2000, Contactual has provided a patented on-demand contact center for small businesses and enterprise departments looking to improve customer satisfaction while lowering costs. Contactual’s inviting interface, advanced control and reporting, and low maintenance requirements allow companies and internal service organizations to focus on providing great service rather than managing the call center. Contactual is a 2007 Best Communication Solution CODiE Awards finalist and a winner of 2006 Best Integrated Solution award from NetSuite. Contactual has earned the Frost & Sullivan 2005 Global Excellence in Technology Award as well as TMC Labs’ Customer Interaction Magazine 2005 Innovation Award. For more information, visit www.contactual.com/pr.

Source: Contactual