computer-code-on-building-windows.jpg

Cloud Contact Center

Improve your customers’ sales and service while offering a more complete solution

Cloud Contact Center

Improve your customers’ sales and service while offering a more complete solution


Features




      • Packages to meet contacts centers of all sizes and requirements


      • Powerful functionality, including skills-based routing, workforce management, and more


      • Meets critical standards and regulatory compliance


      • Dashboards and analytics to optimize agent and contact center performance


      • Cloud-based delivery increases speed to market and flexibility

Features




      • Packages to meet contacts centers of all sizes and requirements


      • Powerful functionality, including skills-based routing, workforce management, and more


      • Meets critical standards and regulatory compliance


      • Dashboards and analytics to optimize agent and contact center performance


      • Cloud-based delivery increases speed to market and flexibility

Delivering great customer experience is becoming more and more of a key differentiator due to increased competition and accelerated globalization. The contact center market is being transformed with the migration to cloud-based environments - improving the customer experience while eliminating costly hardware investments and making purchasing services more efficient. This shift is creating new opportunities for service providers to serve this large and growing market while delivering a more comprehensive and competitive total business communications solution for its customers.

Metaswitch has two solutions for the contact center market. First is Cloud Contact Center (CCC), the advanced solution for contact centers requiring functions like work force management and omni-channel (e.g. voice, email, chat) support. Second is Integrated ACD (iACD), the simpler solution for smaller contact centers with less demanding requirements.

Metaswitch Cloud Contact Center (powered by Telax) scales to serve businesses of all sizes. Capabilities such as intelligent skill-based routing, customized reporting and workforce management provide the tools to run and manage a contact center effectively. Cloud Contact Center includes full multimedia queues for voice, email, social media and chat, so agents can communicate with customers in whatever way suits the situation best. Interactive Voice Response (IVR) functionality allows customers to self-serve for common requests, cutting down on routing calls.

Cloud Contact Center provides the reliability and flexibility you need. High availability is ensured via around-the-clock network monitoring and geographically dispersed data centers. CCC has been certified to meet critical standards such as HIPAA, SSAE 16 and PCI DSS 3.0. In addition, agents can be easily added and subtracted to meet seasonal demands – you pay only for what you use.

Cloud Contact Center is designed with multi-skill-based routing capabilities, so calls can be answered by the most qualified agent. Agents and supervisors can communicate via a chat application, which results in faster and more efficient call resolution. CCC also includes a powerful and flexible Interactive Voice Response (IVR) solution that provides robust routing functions as well as integration to back-office systems for customer self-service, to allow you to serve your customers without having to engage a live agent.

iACD draws many of its capabilities from hosted UC, with features such as hunt groups, auto attendant and music on hold. These core functions provide basic IVR and queueing functions through our auto attendants. Additionally, it includes a variety of powerful agent features, such as status notification and disposition coding as well as supervisor features to enable coaching and assisting in customer calls.

Supervisors and administrators need a different set of capabilities to manage operations. Our Contact Center solutions offer a number of features that enable supervisors to monitor and engage their agents. Dashboards and analytics enable supervisors to administer workflows and the contact center’s overall performance through detailed dashboards and reports that track current status and performance over time.


bob-ashley-fairpoint-communications.jpg

Bob Ashley

Senior Product Manager, Fairpoint Communications

Cloud Contact Center is a great product for a lot of companies that could not afford a premises-based system, but can get contact center capabilities to improve their analytics and performance.

Bob Ashley

Senior Product Manager, Fairpoint Communications

Cloud Contact Center is a great product for a lot of companies that could not afford a premises-based system, but can get contact center capabilities to improve their analytics and performance.


Contact us

Contact us today to enrich the customer experience with Metaswitch Cloud Contact Center

Contact us

Contact us today to enrich the customer experience with Metaswitch Cloud Contact Center

Subscribe to email updates

Latest news

Metaswitch Acquires OpenCloud to Further Accelerate Mobile Virtualization

Cloud native communications software leader adds open mobile TAS and service creation environment; offers complete, virtualized mobile solutions for 3G, 4G LTE and beyond LOS ALTOS, Calif. --...Read more

Telco Learnings From The  Four Horsemen of The New Web Scale World

As we've seen in the latest round of earnings reports, it's clear that "web scale" is the new big.We used to think telco-scale was big. Besides the North American power grid, the PSTN is one of the...Read more

How cloud native is your virtual network function?

At Metaswitch, we believe that virtual network functions must be truly "cloud native" if they are to deliver the benefits promised by network functions virtualization (NFV).  Cloud native is NFV...Read more

Latest resources

IP Unicast and Multicast Routing Protocol Stacks

With today’s distributed work forces and dispersed customer bases, unified communications and collaboration Our unicast and multicast IP routing...Read more

Voice over Wi-Fi Strategies white paper

This white paper describes how fixed, mobile and converged services providers can leverage Voice over Wi-Fi as a critical part of their mobility...Read more

The application of cloud native design principles to network functions virtualization

Network Functions Virtualization is at the heart of the most fundamental transformation ever undertaken by the communications services industry, with...Read more

Latest jobs

Group Financial and Management Accountant, UK

The Group Financial and Management Accountant role at Metaswitch. We have a busy and motivated Finance team responsible for managing all the...Read more

Senior Software Engineer, Edinburgh (UK)

About us Metaswitch is the world’s leading cloud native communications software company.   The company develops commercial and open-source...Read more

Program Director, Mexico

The Customer Support team Metaswitch's customer base in the Caribbean and Latin America (CALA) continues to grow rapidly, and we are looking for an...Read more