ModusLink Global Solutions Inc. today announced a new cloud-based contact center solution will significantly upgrade its information technology infrastructure. The around-the-clock global platform will provide a single gateway for all inbound communication for more than 15 current client programs.
“Moving contact center support to the cloud allows us to vastly improve the amount of time it can take to implement programs for new clients, and we can more quickly than ever scale up operations for existing clients who experience seasonal or launch-related spikes in call volume,” Art Sebastiano, ModusLink's chief IT officer, said in a statement. “A cloud-based platform where hardware is maintained in redundancy and independent of the physical call center location also safeguards business continuity, which is critical for our clients and helps ensure exceptional levels of customer support.”
ModusLink stated it will maintain its existing contact centers across the globe in North America, Europe and Asia, and these locations will now be centralized on a common cloud-based system. Based on language, wait time, and the customer's preferred mode of contact — phone, chat or email — the system automatically determines the best available agent to handle an incoming inquiry.
In addition to offering 24-hour support, the cloud solution provides clients with real-time monitoring and more data-driven operations to enhance operational efficiency, the company said.