Contact centers

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

Contact centers

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 increasingly becoming 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 your customers’ experience with Metaswitch Contact Center solutions

Contact us

Contact us today to enrich your customers’ experience with Metaswitch Contact Center solutions

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