ModusLink Global Solutions announced today that it has upgraded its information technology infrastructure to a new cloud-based contact center solution. The global platform provides a single gateway for all inbound communication for over 15 current client programs.

The industry-leading cloud solution promises clients improved quality control through 100% real-time monitoring and allows for more data-driven operations, instantly enhancing operational efficiency.

ModusLink’s existing contact centers in North America, Europe, and Asia will remain open, but the locations will now be centralized on the cloud-system. The system provides 24/7 support, and has the capability to automatically determine the best available agent to handle an incoming inquiry, based on language and queue time.

“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,” said Art Sebastiano, ModusLink’s Chief Information Technology Officer. “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.”

For information on ModusLink’s operations and its new cloud-based platform, please visit www.moduslink.com

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