A Complete Cloud Contact Center Solution
Integrated with Skype for Business and Teams, MaxACD ensures that phone calls and web chat requests are routed to the best available resource, based on your business rules. MaxACD further gives you the ability to monitor and manage your customer interactions and report on agent and workgroup performance to ensure your customer service levels are achieved.
The Business Challenge
The vast majority of businesses have the need for a centralized contact center to manage customer requests. However, nearly all of these organizations are looking to the cloud to replace those expensive, on premises contact center deployments. Common complaints regarding on premises contact center solutions include complexities of system management, high-priced upgrades and prohibitive support and maintenance costs.
The Solution: MaxACD for Teams and Skype for Business
MaxACD uniquely provides a superior alternative to on premises contact centers. Deployed as a cloud solution, MaxACD works with Teams, hosted Skype for Business and on premises Skype for Business – providing our customers with a robust set of capabilities in a cost effective and easy to manage cloud service.
MaxACD for Teams Phone System
Powerful Rules Engine
Route and queue calls and web chats, choosing from 8 different rules including skills routing
Easily set up, configure and manage routing rules, queues, workgroups, agents and supervisors
Desktop productivity app providing call control, visual queues, and real-time performance statistics
Integrated module enables all workgroup or agents calls to be recorded and securely stored
Provides a 360 degree view of queues, workgroups and agents with monitor, coach and barge in
Real-time and Historical detail and summary reports with built in notifications and escalations
Customer Use Scenario - Corporate Contact Center
The Worldwide Globe company, which distributes its products globally to the education market, needed a 24 x 7 contact center to manage customer telephone and web chat requests. Due to seasonality spikes, they also needed a solution which could quickly accommodate double the number of agents on demand.
- With MaxACD deployed in the cloud, Worldwide Globe now routes phone calls and chat requests based on product category and the customer's location. Using skills-based routing to match the customer with an agent who speaks the customer's primary language.
- During peek periods Worldwide Globe is able to quickly add licences on demand for their temporary contact center agents, only paying for the period those agents are using the system.