MAXcallcommand allows businesses of any size to deploy robust hosted call center solutions that improve customer care operations, enhance employee productivity and increase sales. Our hosted, browser-based service requires no investment in servers, software, maintenance or specialized staff. MAXcallcommand is priced monthly per queue, supervisor and agent, and can be dynamically deployed from month-to-month so your costs reflect your staffing and call volume levels.
Optimize the efficiency of your contact center -
smarter operations, better experiences
MAXcallcommand allows businesses of any size to deploy robust hosted call center solutions that improve customer care operations, enhance employee productivity and increase sales. Our hosted, browser-based service requires no investment in servers, software, maintenance or specialized staff.
Customer Service
Technical Support
Inside Sales Teams
Billing Departments
Remote Support Agents
MAXcallcommand Key Features
- User-friendly Agent and Supervisor browser-based interfaces
- Real-time monitoring and control of individual agents and queues
- Web-based supervisory and administrative access for immediate reactive and proactive adjustments
- Intuitive agent and supervisor workspaces facilitate quick understanding and short ramp-up period for users
- Supports remote agents, branch offices and telecommuters
- Monitor on-site or remote agents via real-time display, barge-in and recording for training and supervisory functions
- Multi-queue support: quickly move underutilized agents to the busiest queues
- Call distribution defined per queue – skills based, circular weighted, uniform, and simultaneous
- Program and ad hoc recording
- Call recording programs allow supervisors to define which calls get recorded – by agent, queue or caller
- Abandoned calls are tracked by caller number for follow-up
- Real-time and historical reports of agent performance and queue activities guide call center management decisions
- Voicemails are delivered as queue calls to available agents
- Built-in mobility functionality allows agents and supervisors to participate “from the road”
- Built-in business continuance allows call center operations in the event of bad weather or other issues
Why MAXcallcommand?
Route calls dynamically to the agent best-equipped to address your caller’s specific need – no matter where they work
- Single call center unit - Enables in-office, remote, and WFH agents to work together.
- Dynamic transfer - Move calls to any team member irrespective of location.
- Administrative control - Implement multiple queues and skills-based routing to delight customers. No long call holds, no passing callers through multiple agents
Empower supervisors to maximize operations to meet ‘current’ customer demand
- Supervisor Workspace - Web based access displays real-time call activity and agent status
- Optimal call center management - Implement changes on-the-fly so that your agents are optimally deployed to minimize customer hold time.
- Active prioritization - Move agents to high activity (or high value) queues, expedite slow queues, prioritizing calls based on business goals
- Retain employees by providing a better work-life balance
Track real-time & historical queue and agent reports to drive business success
- Reports - Easy to generate, access and share reports to make decisions driven by real-time data.
- Quality Improvements - Compare historic trends with real-time data, analyze business operations and staff scheduling for changes. Identify individual/group training needs.
- Standard & Configurable Formats - Standard reports are provided by default. Configure new reports for your own needs as and when required.
