Friday, 18 August 2017

Best of both worlds

Metaswitch
Thursday 26 September 13

Service providers can now provide valuable help to enterprise customers with call centers by offering Metaswitch's Integrated Automatic Call Distribution (ACD), along with the Accession Communicator for Desktop. Many enterprises prefer the flexibility of using remote call center agents and, with Metaswitch's remote call center solutions, agents can operate remotely and enterprises can trim center costs without compromising their management and reporting processes…

Service providers can now provide valuable help to enterprise customers with call centers by offering Metaswitch's Integrated Automatic Call Distribution (ACD), along with the Accession Communicator for Desktop. Many enterprises prefer the flexibility of using remote call center agents and, with Metaswitch's remote call center solutions, agents can operate remotely and enterprises can trim center costs without compromising their management and reporting processes.

“Contact centers are looking for better ways to support remote agents, and this is exactly what Accession Desktop will do," says industry analyst Jon Arnold, principal of J Arnold & Associates. "Not only can they save overhead cost this way, but they can broaden their pool of agents with specialized expertise and stay closer to the customer by routing calls to agents in the same geography.”

Feature highlights:
Metaswitch’s Integrated ACD offers two levels of functionality to allow enterprise customers to build a remote agent contact center.

• Integrated ACD Basic Agent provides contact center supervisors with a simple dashboard and ready access to detailed statistics and reports. Agents also gain a dashboard view analyzing real-time status of the queues assigned to them.

• Integrated ACD Premium Agent provides added supervisor features such as Live Agent Monitoring, allowing supervisors to provide “whisper” coaching to agents if required. Customizable agent status codes then provide a full view into what agents are accomplishing when not taking calls from the queue, while Agent Wrap-up provides management with a summary of the types of calls received or the final disposition of a call.

Accession Desktop provides agents with a full-featured Unified Communications soft client that can be loaded onto their home computers to receive calls from enterprise contact center queues, place outbound customer calls and manage standard telephony tasks. Accession Desktop greatly improves agent productivity by providing instant messaging among other agents and supervisors, and displaying presence status prior to transferring calls.

“We’ve designed Accession Desktop from the ground up to help service providers address call quality in unmanaged networks,” said Al Cook, vice president of product marketing and product management at Metaswitch. “We’ve removed the poor call quality associated with remote agents using softphone clients in the home by using the SILK codec as well as forward error correction techniques. Accession Desktop ensures high-definition voice quality over real-world networks and a consistent user experience for customers calling into the enterprise call center.”


View more of the latest press releases from across the industry or post your company's news.

Please enable JavaScript to view the comments powered by Disqus.

RECENTLY READ

Newsletter signup

Quickly get on board and up to date with the telecoms industry