[September 19, 2016] |
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MegaPath Launches Premium Call Center Service
MegaPath,
a leading provider of voice, data, security and cloud services in North
America, today announced the availability of its Call Center Premium
service. The advanced service expands the company's carrier-grade,
cloud-based Call Center solutions to support all call center
environments from basic call distribution, queuing and simple reporting,
to advanced call centers with more complex queuing, reporting and
management needs.
"MegaPath's (News - Alert) new Call Center Premium service helps businesses, especially
those with geographically dispersed staff, boost agent productivity,
increase the quality of customer interactions, and reduce costs," said
Dan Foster (News - Alert), President, Business Markets, MegaPath. "Our full-featured
cloud-based services enable businesses to upgrade to a scalable,
state-of-the-art contact center much more quickly and economically than
implementing an on-premises solution."
MegaPath's Call Center Premium service enables companies to manage heavy
call volumes in sales call centers and technical support workgroups. In
addition to Interactive Voice Response (IVR), Automated Call
Distribution (ACD), and team collaboration features available with the
existing Call Center Pro offering, the new Call Center Premium service
includes:
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Expanded call queue, disposition codes, whisper messages,
night/weekend schedules, and queued call management with one-click
transfer.
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Pre-configured and customizable reports for real-time and historical
performance metrics to help managers and supervisors make informed
queue management and staffing decisions.
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Outbound Automated Call Distribution (ACD) to suport outbound dialing
campaigns.
MegaPath's Call Center services empower call center supervisors to
manage all agents - including local, global and remote workers -
centrally from a single web-based interface. A comprehensive,
sophisticated feature set helps companies improve first-call resolution
and customer satisfaction. Both Call Center Premium and Call Center Pro
options provide the following benefits:
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Network-based queuing avoids over-provisioning phone lines for offsite
queues, and per-seat licensing lets you scale up or down, paying only
for the seats you need.
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Call Center Managers can keep tabs on day-to-day call center
operations using the included supervisor dashboard. A similar
web-based agent console simplifies call handling, escalations, and
collaboration with supervisors and other colleagues.
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Agents or other users can receive calls on the devices of their
choosing and manage device selection themselves, without assistance
from a Voice Administrator. Call Center treats their mobile phone like
their desk phone and extends ACD to any device they use to answer the
call.
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Supervisor features such as silent monitoring, barge-in, and advance
reporting let managers evaluate agents and provide ongoing feedback
and training for continual workforce improvement.
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Fully cloud-based solution delivers operational flexibility and
business continuity not available with on-premises systems. Call
centers can quickly and efficiently handle unexpected call volume,
without negatively impacting customer wait times.
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Integrated collaboration features such as Unified Communications (News - Alert),
desktop sharing, and video capabilities promote real-time,
rapid-response problem solving among agents and supervisors.
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24/7 support is included, eliminating additional maintenance/support
contracts.
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In conjunction with the existing call recording capabilities offered
by MegaPath cloud-based phone service, call center users can leverage
recorded calls for training, monitoring and compliance purposes.
Customers currently using Call Center Pro will have the option to
upgrade to the new Premium service. To learn more about MegaPath's Call
Center services, visit: www.megapath.com/voice/call-center.
About MegaPath
MegaPath is a leading cloud communications and connectivity company that
empowers businesses to easily and securely communicate between their
headquarters, employees and business partners. The company offers a
comprehensive portfolio of voice, unified communications, hosted IT, and
secure data networking services that increase productivity and customer
satisfaction, while lowering costs. To learn more about MegaPath's
leading service offerings, please visit www.megapath.com.
View source version on businesswire.com: http://www.businesswire.com/news/home/20160919005361/en/
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