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Communicate More with the people who matter the most…your customers and prospective customers
MAXcallcommand allows businesses of any size to deploy robust hosted call center solutions that improve customer care operations, enhance employee productivity and increase sales. Designed to support any size business, MAXcallcommand enables companies to maximize staff efficiency while improving overall customer experience.
Our hosted, browser-based model requires no investment in servers, software, maintenance or specialized staff. MAXcallcommand is priced monthly per queue and agent, and typically costs 70% less than premised-based systems. It also works seamlessly with Vantage’s MAXvoice communications service and will improve these customer-facing areas of your business:
- Customer Service
- Technical Support
- Inside Sales Teams
- Billing Departments
- Remote Support Agents
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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
- Flexible monthly costs: expand or reduce your system size to meet your needs
- 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
- Seamless integration with Vantage Amped CRM
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Dynamically route calls to the staff member best-equipped to address your caller’s specific need – no matter where they work
MAXcallcommand enables in-office, remote, and WFH staff to act as a single call center unit, dynamically moving calls to your team regardless of location. Administratively, users can implement multiple queues and skills-based routing to quickly and efficiently route calls based on customer needs without passing customers from employee to employee, or leaving them on hold for extended periods.
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Empower supervisors to maximize operations to meet ‘current’ customer demand
MAXcallcommand’s web-accessible Supervisor Workspace displays real-time call activity and agent status, allowing call center management to implement changes on-the-fly so that your agents are optimally deployed to minimize customer hold time. Efficiently move agents to high activity (or high value) queues and out of slow queues, prioritizing calls based on business goals.
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Real-time and historical queue and agent reports to drive business success
Deliver the data needed to make informed decisions on how to best serve your callers, improve business operations and staff scheduling, and design group and individual training programs – all while continually evolving to meet your changing customer demand. Web-accessible supervisory and administrative functions allow real-time viewing of call activity and call center management from anywhere.
