Outbound Call Center Featured Article

Whaleback Announces Launch of CrystalBlue Contact Center Solution for SMEs

By Carolyn J Dawson
TMCnet Contributor

Whaleback Systems (News - Alert) is one of the leading providers of managed business services. They recently announced their CrystalBlue Contact Center Solution for small-to-medium enterprises (SME). This cloud-based solution has been designed especially for SMEs to help them manage and operate an independent contact center.

This will allow them to ensure the best of customer service, heightened customer satisfaction and enable the use of a virtual workforce. All of this with significant cost savings and the benefits of optimized cloud-based managed and monitored services.

CrystalBlue Contact Center allows companies to handle incoming calls well by making sure they are instantly routed to the concerned individual or department via easily installed automatic call distribution groups.

This service can be scaled up easily giving agent-by-agent based expansion while making use of a web-based dashboard for configuration and monitoring. All the agent will need is a PC, a phone and Internet connectivity to be productive. What once used to take months to set up can be done and used in a few hours.

In a release, Karil Reibold (News - Alert), CEO and president of Whaleback said, “The most powerful way of gaining and retaining customers is by building strong and lasting relationships. The CrystalBlue Contact Center enables SMEs to become more customer-centric, operate more efficiently, and increase profitability. We are providing SMEs the same functionality found in traditional, hardware intensive and expensive call centers but we have removed the cost and complexity.”

There are several benefits to the CrystalBlue Contact Center. Among them is the fact that the on-demand service requires no investment for hardware or software and it can be scaled either way depending on the need of the business.

Agent environments have been created virtually so that an agent with Internet access can get into the system from any location. The Automatic Call Distribution (ACD) as well as advanced rule definitions decides in advance as to which agent will receive the next call.

It also takes into consideration the skill sets of the agent, the priorities to be addressed, longest idle time, and queue thresholds that allow for the best of customer service. Since this is a web-based interface, it allows for monitoring, reporting and log-ins for the agents in real time. Configuration screens for the supervisors provide full control on all aspects of the contact center environment.

The Configuration Manager is virtually based making set up and management easy. The 7x24 based operations for routing of calls allows for a multitude of sites to have follow-the-sun call handling.

In other news, Whaleback Systems, Inc. recently marked its fifth year in supporting U.S. troops with free phone service.