The MaxCS MaxAgent and MaxSupervisor desktop clients are designed to improve the productivity of the entire call center team. MaxAgent not only brings call control to the agent’s PC, but also delivers personal call statistics to enable agents to monitor their individual performance metrics. MaxSupervisor further extends MaxAgent functionality with comprehensive agent, workgroup and queue management capabilities along with complete real time performance statistics for optimal call center management.
MaxAgent - Improve Agent Performance An intuitive graphical desktop application designed to improve an agent’s call handling and productivity. Supporting visual call queues, desktop call control and agent state controls (login, logout, wrap up, etc.) MaxAgent streamlines agent call management. With support for screen pop, on demand call recording and a personal call statistics display. MaxAgent delivers the tools necessary for your call center agents to perform at their best.
MaxCall - Dramatically Increase Outbound Call Volume
Whether you have a formal outbound call center, or simply want to improve the outbound call performance of your sales, telemarketing, or collections departments MaxCall can help. MaxCall is not a predictive dialer, in which bulk calls are automatically generated then passed to an agent when the called party answers. Predictive dialers, in addition to only working with direct dial numbers, result in high abandon rates while irritating the customer – and were the basis for the establishment of the national "Do Not Call" law.
Instead, MaxCall takes a uniquely different approach. Based on the fact that over 80% of outbound calls end up in the called party’s voicemail, MaxCall allows users to record a single, or series of, personalized campaign messages which are then transparently played into the called party’s voicemail – ensuring that your representative will always leave the “perfect” message. Better yet, MaxCall frees up your representative to make another call while the personalized message is playing. Along with integrated power dialing and the ability to "push" a designated Caller ID, MaxCall has proven to dramatically increase both call volume and connect rates.
MaxSupervisor - Improve Call Center Management and Control
MaxSupervisor gives call center management the ability to monitor, track and manage their call center operations to peak performance. Using the graphical MaxSupervisor desktop client, supervisors have a complete view or workgroups, queues and agents.
- Monitor the queue
- Pick calls out of queue
- Reroute calls "on the fly"
- View Agent States
- Force Agent login/logout
- Monitor/Whisper/Coach Agents
- Supervisor Barge-In
- Real-time Agent Performance Statistics
- Real-time Workgroup Performance Statistics
MaxInSight - Measure and manage the service quality of your operation
MaxInSight collects operational data from the MaxCS ACD, filtering that data to display designated key performance indicators. These critical call center performance indicators can be presented on large flat panel display for all agents to see, or on the desktop of managers and supervisors.
With more than 50 fields of data available, the MaxInSight real time dashboard display provides all of the information required to monitor call center operations, including:
- Total agents login, busy, in wrap up and wait mode
- Total calls in queue, exceed service threshold, and longest queue time
- Cumulative, average, and percentage of talk time, wait time, and abandoned calls
- Inbound and Outbound call volume
- Queue, Truck, Workgroup and Agent Activity
- And much more...
The MaxSupervisor and MaxInSight applications are deployed in call centers around the globe, increasing service levels while improving operational efficiencies.