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MegaPath Debuts Call Center Premium

The advanced service is designed to expand the company’s call-center solutions to support environments ranging from basic to complex.

Channel Partners

September 19, 2016

3 Min Read
MegaPath Debuts Call Center Premium

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Pleasanton, Calif. – September 19, 2016 – MegaPath, a leading provider of voice, data, security and cloud services in North America, today announced the availability of its Call Center Premium service. The advanced service expands the company’s carrier-grade, cloud-based Call Center solutions to support all call center environments from basic call distribution, queuing and simple reporting, to advanced call centers with more complex queuing, reporting and management needs.

“MegaPath’s new Call Center Premium service helps businesses, especially those with geographically dispersed staff, boost agent productivity, increase the quality of customer interactions, and reduce costs,” said Dan Foster, President, Business Markets, MegaPath. “Our full-featured cloud-based services enable businesses to upgrade to a scalable, state-of-the-art contact center much more quickly and economically than implementing an on-premises solution.”

MegaPath’s Call Center Premium service enables companies to manage heavy call volumes in sales call centers and technical support workgroups. In addition to Interactive Voice Response (IVR), Automated Call Distribution (ACD), and team collaboration features available with the existing Call Center Pro offering, the new Call Center Premium service includes:{ad}

  • Expanded call queue, disposition codes, whisper messages, night/weekend schedules, and queued call management with one-click transfer

  • Pre-configured and customizable reports for real-time and historical performance metrics to help managers and supervisors make informed queue management and staffing decisions

  • Outbound Automated Call Distribution (ACD) to support outbound dialing campaigns.

MegaPath’s Call Center services empower call center supervisors to manage all agents – including local, global and remote workers – centrally from a single web-based interface. A comprehensive, sophisticated feature set helps companies improve first-call resolution and customer satisfaction. Both Call Center Premium and Call Center Pro options provide the following benefits:  

  • Network-based queuing avoids over-provisioning phone lines for offsite queues, and per-seat licensing lets you scale up or down, paying only for the seats you need.

  • Call Center Managers can keep tabs on day-to-day call center operations using the included supervisor dashboard. A similar web-based agent console simplifies call handling, escalations, and collaboration with supervisors and other colleagues.

  • Agents or other users can receive calls on the devices of their choosing and manage device selection themselves, without assistance from a Voice Administrator. Call Center treats their mobile phone like their desk phone and extends ACD to any device they use to answer the call.

  • Supervisor features such as silent monitoring, barge-in, and advance reporting let managers evaluate agents and provide ongoing feedback and training for continual workforce improvement.

  • Fully cloud-based solution delivers operational flexibility and business continuity not available with on-premises systems. Call centers can quickly and efficiently handle unexpected call volume, without negatively impacting customer wait times.

  • Integrated collaboration features such as Unified Communications, desktop sharing, and video capabilities promote real-time, rapid-response problem solving among agents and supervisors.

  • 24/7 support is included, eliminating additional maintenance / support contracts.

  • In conjunction with the existing call recording capabilities offered by MegaPath cloud-based phone service, call center users can leverage recorded calls for training, monitoring and compliance purposes.

Customers currently using Call Center Pro will have the option to upgrade to the new Premium service. To learn more about MegaPath’s Call Center services, visit: www.megapath.com/voice/call-center.

About MegaPath
MegaPath is a leading cloud communications and connectivity company that empowers businesses to easily and securely communicate between their headquarters, employees and business partners. The company offers a comprehensive portfolio of voice, unified communications, hosted IT, and secure data networking services that increase productivity and customer satisfaction, while lowering costs. To learn more about MegaPath’s leading service offerings, please visit www.megapath.com.

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