'Contactual' Agreement

Many companies desire a full-featured, first-class call/contact center but lack both the financial and physical resources to deploy such a robust solution. Solution providers can help to meet that need with Contactual's OnDemand Contact Center, a Web-based hosted virtual PBX service that provides companies with all of the bells and whistles one would expect from an enterprise call center--but without the complexity and cost.

The suite is easy to use and configure. Through one single interface, employees can e-mail, chat and route phone calls. Managers, on the other hand, can view how their employees are handling calls through realtime historical reporting. The Web interface displays statistical information to improve customer-service quality and responsiveness for all call center representatives. It manages this by displaying what time the call came in, queue and length of call. The suite also can monitor live agent calls that can be recorded for training purposes.

The service, which is completely customizable, is being delivered by solution providers as a hosted service with no up-front costs to the customer. A service such as this is quickly becoming an integrator's dream because even though the installation of such a product can be done in under a few hours, integration can last for weeks, leaving the solution provider with plenty post-sales support opportunities.

For example, in order to benefit the most from e-mail management, solution providers must deploy a database so e-mails are properly routed. The database will be responsible for all e-mail interaction so there is always a paper trail.

The solution provider also can include, as an additional service, an antivirus solution that will protect against all malcontents. There is also a service solution providers can bundle in to further protect against spam.

Another profit-reaping function is the creation of a FAQ database, which can be automated by phone, e-mail or a self-help line. With a proper FAQ database in place, call volume may be somewhat diminished.

As for voice recording, the solution provider can setup a storage solution to house every call. Storage can be charged by the gigabyte, per recording or by an unlimited monthly fee. Solution providers can take full advantage of this, as disk drives have never been cheaper.

The service costs $180 per seat per month. CRN Test Center engineers agree the Contactual OnDemand Contact Center will, in fact, reduce the costs and eliminate the risks companies face when deploying customer service automation solutions.

VARs looking to partner with the company will have to overcome a steep entry point of $10,000 per month in sales but will enjoy margins of 15 percent to 30 percent in initial profits and from ongoing revenue. Partners are required to attend a $1,500 training course and are offered dedicated support, along with dedicated Web portals and rebates for exceeding sales quotas. Although the channel program proves to be rather simplistic, Contractual is especially unique because it actually offers a channel program in this market. Most competitors sell direct, while Contractual claims 50 percent of their sales are accomplished via the channel.