For Enterprises

Virtualize your call center operations with Seratel™ and unifiy a distributed, multi-sourced call center environment. Get more visibility, control and quality management over your call center and reap the operational and cost benefits of distributed customer care, while reducing Capex, Opex and toll charges.

What to Look for in a Virtual Contact Center

Flexible provisioning - use any agents, anywhere
Carrier neutrality - receive calls from any carrier, terminate to any network
Seamless integration - connect to any contact center application
Cost reductions - zero upfront capital investment
Investment protection - use telephony and business applications of choice
Value - buy what you need, pay only for what you use

What Seratel can do for you

Unify and centrally manage distibuted call center resources
Queue and distribute calls to any agent, anywhere
Supervise and manage distributed agents from any web browser
Manage service levels for consistent quality at every touch point
Scale on demand to meet changing business needs
Ensure business continuity, faster disaster response and recovery

Why TiVo Chose Seratel

Digital home entertainment is thriving and TiVo is at the forefront. Business growth has placed increasing demands on customer service. They need to scale on demand, route calls dynamically between contact centers, and be free to use any blend of contact center resources without higher opex. The goal was to leverage self-service for routine calls, route priority calls to skilled agents, and have more robust reporting. TiVo wanted to improve overall contact center performance, particularly with respect to wait times. TiVo chose Seratel and the benefits are real...

Eliminated carrier feature charges
Reduced T1 requirements by 50%
Achieved global queuing across sites
Added redundancy and disaster recovery
Unified historical and real-time reporting
Improved self-service and saved 15-30 seconds per call
Achieved 17% annual savings

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