On-premise solutions were the technology of choice for many contact centers until the advent and rise of the cloud and cloud-based technologies. The steady adaptation of the cloud by many businesses has vastly transformed how contact centers operate today. With the flexibility, innovative features, and cost-efficiency that cloud-based solutions offer, contact centers have evolved to support the changing needs of consumers for the better.
In order to help service providers and contact centers deliver an even greater customer experience, leading cloud-native communication software company Metaswitch has unveiled new enhancements to its Cloud Contact Center (powered by Telax). The latest enhancements are an industry-first: out-of-the-box white label capabilities for service providers as well as real-time business intelligence metrics, multi-location management, and an improved user interface.
Enhanced Contact Center Solution
No longer limited to delivering only phone-based support, contact centers are critical for keeping up with the ever-changing expectations of customers as well as the evolving needs of today's companies. However, in order to meet these growing needs, choosing the right cloud contact center platform is important.
Metaswitch Cloud Contact Center (powered by Telax) enables service providers to offer an advanced solution to contact centers (such as businesses operating customer service, sales and billing departments, and also IT help desks) with more demanding operations who require robust features and functionalities. The platform offers the highest voice quality and reliability to businesses and also helps keep both capital expenses and support costs low. With the latest enhancements to this platform, service providers are now more equipped to deliver a more comprehensive and competitive business communication solutions for its contact center customers.
Chris Carabello, the Senior Director of Product Marketing for Metaswitch, said that the latest enhancements are going to be highly valuable to their customers.
“Metaswitch understands the value of the brands that our service provider customers have worked so hard to build," said Carabello. "By providing them with a solution custom-built for service providers with comprehensive brand insertion capabilities, and best-in-class business intelligence, they have greater opportunity to differentiate themselves in the multi-billion dollar cloud contact center market.”
What’s New in Metaswitch Cloud Contact Center
The new release boasts the following features and capabilities:
- White-label Branding Capabilities - A provider-focused solution, Metaswitch Cloud Contact Center enables service providers to create custom, trusted brand experiences for their customers right out-of-the-box, with no additional fees or special training required.
- Real-time Business Intelligence - The platform now provides interactive and intuitive visualization of real-time data, giving enterprises valuable insights into their center’s performance.
- Multi-Location Agent - This is an advantage that is most applicable for the demanding needs of businesses in the retail, healthcare, and banking industries. This feature compiles call statistics on a queue-by-queue basis and does so across multiple locations. It also offers central administration of location-specific scheduling, routing, and dashboards.
- Enhanced User Interface - The solution’s user interface received a facelift to provide users with clearer visibility into their activity as well as their utilization of resources across the board.
In addition to these new enhancements, Metaswitch Cloud Contact Center also offers the following features:
|Geographic survivability with fail-over
||Fully customizable self-service IVR
|Queued automated outbound dialing
||Multi-level call classifications
|Custom agent activities
||IVR / queue bulletins
||Announcement of place in queue / estimated wait time
|Priority queuing (moving high priority callers to the front of the queue)
||Call recording tagged with dispositions and agent notes
|Supervisor/agent chat (IM)
||Over 260 standard reports
|Call in prompt record
Customers that seek a more advanced set of functionalities can also take advantage of Metaswitch’s platinum package, which includes the following:
|Multi-channel support (email, social media, chat, voice, SMS)
|| Workforce management for scheduling of resources
|API integration for CRM systems
|| Requested callbacks
|Callback for abandoned calls
||End of call survey
Ryan Yakos, the Vice-President of Business Development of AccessOne, one of the Metaswitch customers, expressed his excitement over the latest enhancements, saying:
“These new enhancements to Cloud Contact Center improve our visibility, broaden our reach, enhance the trust that customers place in us and increase stickiness of our offerings. All of this makes the platform more strategic for us by allowing us to generate new revenues and develop new partnerships, improving our market position.” “Metaswitch Cloud Contact Center is also a strong complement to our Metaswitch Hosted UC and SIP Trunking business services.”
To find out more about Metaswitch and their suite of fixed line, mobile, interconnect, and business solutions, visit their website.
Metaswitch empowers service providers to transform their networks into a cloud-based, software-centric, all-IP infrastructure. A leading cloud-native communications software company, Metaswitch develops commercial and open-source software solutions that change how service providers deliver communication services. Some of the solutions Metaswitch offers include Fixed Line, Mobile, Interconnect, and Business Solutions (Contact Center, SIP Trunking, Hosted Unified Communications, Collaboration, and Meetings).