I first met Contactual in 2000, known then as White Pajamas, who at that time was the first SaaS provider of full telephony (multi-channel routing, IVR, screen pop) I had found. They quickly found synergy with the then burgeoning SaaS CRM market, and Contactual still boasts packaged integrations to hosted CRM vendors Salesforce and Netsuite. In the subsequent years, Contactual has evolved far beyond their original functional footprint, now offering a ‘soup to nuts’ customer service suite including case tracking and entitlement, a knowledgebase, call recording, agent monitoring, and a good set of real-time operational reports. Still embracing the SaaS model, Contactual is a good choice for companies needing a comprehensive contact center platform with the flexibility of OnDemand.
Functional Coverage
eService
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Web Collaboration
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Proactive Chat
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Email Response Management
Agent Knowledgebase
Agent Diagnostic Tools
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Customer Knowledgebase
Customer Self-Service Problem Diagnostic/Self-Healing
