With the dramatic rise of global competition across all business verticals and markets, it is increasingly important that enterprises deliver an outstanding pre-sales and post-sales customer experience. And as voice is still widely renowned as the most powerful sales medium and the quickest way to resolve customer problems, contact center applications and services are at the forefront of this movement.
Enterprise CIOs and IT Managers must determine the best solutions for servicing prospects and clients, and must constantly re-evaluate their technology choices to ensure their company has a contact center platform with the features and scalability needed to meet ever-changing demands.
Enterprises are increasingly recognizing that premises-based contact center solutions, with their costly purchasing, commissioning and maintenance, are an ineffective way of meeting the needs of dynamic call centers. Premises-based solutions put an unnecessary burden on enterprise IT resources and strain capex budgets as they must factor in long-term growth and unforeseen circumstances requiring additional capacity in the short term.
With hosted or cloud-based contact center solutions, enterprises can minimize up-front expenses and mitigate risk. With our scalable hosted or cloud-based contact center options, Metaswitch can help network operators serve the most effective and efficient contact center solution to their subscribers.
Metaswitch’s Cloud Contact Center (CCC), powered by Telax, scales to serve enterprises of all sizes. Featuring intelligent skills-based routing, workforce management and customized reporting, it provides enterprises with the tools they need to effectively run and manage a large contact center without the need for network operators to install and maintain any additional hardware or software. 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) allows customers to self-serve for common requests, reducing the number of calls that need to be routed to agents.
The MetaSphere integrated ACD (iACD) is ideal for smaller contact centers. MetaSphere iACD draws many of its capabilities from our Hosted UC&C solution, with features such as hunt groups, auto attendant, music on hold and basic IVR. MetaSphere iACD includes powerful agent features such as status notification and disposition coding as well as supervisor features to enable coaching and assisting in customer calls. Wallboard-style dashboards and analytics enable supervisors to administer workflows and continually monitor the contact center’s overall performance.
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.