The core of the MaxCS Call Center Suite is a powerful, software-based Automatic Call Distribution (ACD) engine. The software-based ACD engine processes all calls, and ensures they are routed to the correct agent or work group, monitors the status of calls, agents, and queue, and logs all call information for both real time and historical reporting.
Call Routing and Distribution
The MaxCS Call Center Suite offers comprehensive set of call routing and queuing rules, to meet even the most demanding call center requirements. The MaxCS ACD offers both simple and advanced call routing and queuing options, collects real time agent, workgroup, queue and call statistics, and an integrated management interface.
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Manageability
The MaxCS ACD can be entirely administered via MaxAdmin. Simple, single-point administration of your call center is made possible by AltiGen’s integrated architecture. This intuitive graphical user interface guides you through the call center configuration in an easy to understand, logical process.
Scalability and Reliability
The MaxCS redundant softswitch architecture offers a more flexible solution with superior scalability, reliability and manageability by separating the call control responsibilities, media transcoding, PSTN interfaces and applications into separate, integrated subsystems which can be run on a single Intel-based server or virtualized under VMware™
Up to 64 workgroups and 1,024 agents can be configured for each MaxCS system with industry leading support for remote agents through AltiGen's VoIP and Mobile Phone solutions.