VoltDelta OnDemand Solutions, a provider of virtual contact center and IVR solutions, announced this week the launch of its Delta On-Call virtual contact center integrated with RightNow CX. RightNow CX is a customer experience management software suite produced by RightNow.

VoltDelta’s goals in integrating RightNow’s customer experience product into their Delta On-Call virtual contact center software seem to be enabling remote or home agents to manage customer care as effectively as any on premise agents. In addition, the module improves the productivity and capabilities of the mobile agent, fostering a stronger virtual call center environment.

Delta On-Call’s features include intelligent call routing, queue management, and various agent resources. Data between the call center software and RightNow CX is automatically shared between the applications, reducing handling time and effort in resolving customer requests. The virtual call center software also includes communication tools for conversing with managers, requesting peer assistance, and transferring callers to other departments. The product will be offered in a SaaS model, furthering the trend towards hosted call center solutions. The cloud based model should also prove attractive to SMBs that are unable to afford large infrastructure or deployment costs.

A Perfect Match

Dean Brown, RightNow’s Vice President of Global Channel Sales, commented on the integration of the two products:

“RightNow CX with VoltDelta OnDemand is a powerful, multi-channel solution for delivering exceptional customer experiences via distributed contact centers and home agents. VoltDelta’s billion call reliability and international hosting center presence for virtual contact center and voice self-service gives RightNow CX clients a powerful new option to extend their Contact Center capabilities.”

Terry Saeger, the Senior VP and General Manager of VoltDelta OnDemand explained the way the new integrated product would help contact centers:

“So many customer care organizations today are saddled with the competitive disadvantage of legacy agent infrastructures and expensive CRM systems. VoltDelta’s virtual contact center with RightNow CX makes it easy to step up more flexible and intelligent multi-channel customer care that will improve satisfaction and reduce costs without capital investment.”

With the growing focus on customer experience management, voice of the customer, and other customer centered initiatives, this move looks like a smart choice. Agents need to be able to manage customers beyond single interactions and customer experience software can help integrate information for enhanced customer care. In addition, the call center workplace is becoming less traditional, with virtual and home based agents becoming more common. A virtualized call center is much cheaper than a traditional premise-based one, saving companies on costs while keeping service standards high. VoltDelta is capitalizing on these two trends by with their new product–a good move.

How effective will the RightNow and VoltDelta OnDemand integrated solution be? Can it help call centers and remote agents perform more effectively? Are these signs of a larger trend? Share your thoughts in the comments below