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Whaleback Debuts Cloud Contact Center

November 07, 2011 - News

Whaleback Systems announced Monday the CrystalBlue Contact Center Solution, a cloud-based offer for small and medium businesses.

The CrystalBlue Contact Center is an on-demand service with no hardware or software investment required. The service can be implemented in hours; users need only a PC, phone and Internet connectivity.  It can be scaled up or down on an agent-by-agent basis according to business needs.

An ACD and advanced-rule definitions determine which agent receives the next call, considers defined skill sets per agent, priorities, longest idle time, and queue thresholds for better customer service. The service enables 7/24 operations with call routing across multiple sites for follow-the-sun call handling.

A Web-based interface shows real-time monitoring, reporting and agent log-in.  Supervisor configuration screens give complete control of all aspects of the contact-center environment. The Web-based Configuration Manager makes it easy to setup and manage agents.

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