Integrated ACD targets a typical small business call center that needs routing, queueing and reporting functionality. Agents can have membership in multiple call queues, and have a Web interface to monitor their performance. Supervisors have the ability to actively monitor calls, either coaching the agent or entering the call, if required. Key performance indicators can be monitored by agents and supervisors alike, and can be displayed on a wallboard. A multitude of reports can be run on either a scheduled or ad hoc basis.
Cloud Contact Center is built for more advanced, customized applications. 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.
Metaswitch contact center solutions can be seamlessly integrated with SIP Trunking and Hosted PBX and UC offerings to create a more compelling and complete business solution.
With the benefits of rapid deployment, best-in-class features and regular updates, it’s no surprise that the cloud is increasingly becoming the preferred deployment model for contact center infrastructure. Whatever your application, Metaswitch can meet your customers’ needs.