Call Center Management Feature Article
October 18, 2012
Call Center Management is Easier with ControlMaxx from West IP Communications
By Rajani Baburajan, TMCnet Contributor
West IP Communications (News - Alert) provides ControlMaxx call center management solution that maximizes efficiency, increases productivity and positions administrators and agents to deliver more effective customer service. Recently the company announced significant upgrades to ControlMaxx with centralized management and reporting capabilities. It also includes enhanced user interface, multimedia queuing and session tags.
ControlMaxx helps call center administrators and agents deal with unpredictable call volumes, corporate governance policies and demanding customers. The solution can be scaled as the contact center grows.
The latest version of ControlMaxx reflects the evolving demands faced by contact centers and is the direct result of in-depth feedback from West IP Communications’ clients, the company said.
“West IP Communications helps call center employees ensure excellence in customer service through ControlMaxx, which can scale with call volumes as contact center locations grow,” said Bob Wise (News - Alert), executive vice president of West IP Communications. “Both facilities-based and home-based personnel have full access to ControlMaxx tools with centralized management and reporting.”
ControlMaxx now features a redesigned menu system for easier navigation and updated call flow component layouts for visual consistency and ease of use. The solution supports secure Web protocol (HTTPS/SSL) for enhanced security.
Further the enhanced multimedia queuing capabilities for voice calls and chat discussions, opening up a new channel of communication with an organization’s customers. With queue priority, contact centers can ensure that agents in multiple queues will get the highest priority call.
Additional features of the new call center management solution include screen capture recording, barge, session tags and enhanced reporting.
With barge, supervisors are able to join agents on customer calls. They can also monitor and whisper features for better call resolution. Session tags allow administrators to provide relevant identifiers for use by agents during their calls or chats. Enhanced reporting capabilities of sessions allow supervisors to view and filter by identifiers in the Session Reports for better understanding of the relevance of a particular call or chat.
Edited by Amanda Ciccatelli