Callfinity Publishes White Paper Describing how Contact Centers can Benefit from Universal Queuing™

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Callfinity has just released their white paper on the benefits of moving from a call center solution to a contact center solution that uses Universal Queuing to distribute interactions to agents.

Today, Callfinity announced the release of their new white paper entitled “Universal Queuing™: A Cookbook for Transforming your Call Center into a Contact Center.” Callfinity is a rapidly growing provider of intelligent telecommunications applications for contact centers around the world.

The Universal Queuing white paper demonstrates how transforming a call center into a contact center allows businesses to streamline customer interactions and improve agent performance. Whereas call center technology only involves telephone calls, an integrated contact center system lets administrators distribute various interaction types (chat, email, fax, etc.) to agents using the same application suite.

After showcasing the advantages of a contact center solution, the white paper documents the added value of Universal Queuing. Universal Queuing takes the concept of blended interactions further than other contact center systems by using proactive decision making to assign the most important interactions to the most appropriate available agents. The result is an intuitive system that allows all agents to receive all types of interactions, creating an extremely efficient contact center.

The white paper also describes the differences between on-premise and hosted contact center solutions, and shows how Callfinity’s HybridHosted™ technology combines the advantages of both systems. Instead of purchasing an on-premise system that requires a high up-front cost, HybridHosted customers pay a monthly operating fee to run a Cloud Enabling Technology Device (CETD) that connects to local telecommunications lines. The configuration for the CETD exists in Callfinity’s cloud while all phone calls remain on-premise in order to ensure perfect call quality. Some advantages of this ‘best of both worlds’ technology are that the system can be scaled up or down on a per-user basis, customers don't need to allocate expensive IT resources or allocate disaster recovery investments, and the entire system can be paid for on a per-user/per-month basis.

To download “Universal Queuing™: A Cookbook for Transforming your Call Center into a Contact Center” and other Callfinity, Inc. white papers, visit

About Callfinity, Inc.®
Callfinity provides the easiest-to-use intelligent telecommunications applications for contact centers, service providers, and enterprises. Since 1999, over 300 customers in seven countries around the world have selected Callfinity's on-premise systems, hosted services, and hybrid-hosted solutions. For more information about Callfinity, please visit Callfinity's Web site at Callfinity, Universal Queuing, and HybridHosted are registered trademarks of Callfinity, Inc.


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Mike Lally
Callfinity, Inc.
888-480-1080 ext. 8139
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