MaxACD Cloud Contact Center Overview

MaxACD enhances Skype for Business and Office 365 with Cloud-based Automated Multimedia Routing and Queuing capabilities to address the Enterprise “Line of Business” requirements for Internal or External customer requests.   Deployable in the AltiGen Cloud, Customer Cloud or Datacenter, MaxACD provides a comprehensive, cost-effective and easy-to-manage solution that is ideal for Internal departmental service/help desks or External customer facing service/technical support contact centers.

Native Skype for Business Contact Center

  • A complete Cloud Contact Center solution for Skype for Business
  • Includes Auto Attendant, Workgroup Routing and Multimedia
    Routing and Queueing, Call Recording and Reporting
  • Deployed as a Skype for Business trusted application
  • Native integration using Microsoft’s UCMA & UCWA APIs

Business-critical Multimedia Routing and Queuing Apps

  • Agent/Supervisor Desktop Clients
  • Real-time/Historical Reporting
  • Automated Call Recording
  • CRM Integration

  • Auto Attendant

  • Advanced Skills-based Routing

  • Web Chat Queuing

 

Flexible Deployment Models

Complete Managed Cloud

  • MaxACD and Skype for Business deployed and managed in the AltiGen Cloud

On Premises / Enterprise Cloud

  • MaxACD and Skype for Business deployed in your datacenter or private cloud

Hybrid Cloud

  • MaxACD in the AltiGen Cloud, Skype for Business in your datacenter/cloud

Complete Management and Control

  • Real time monitoring
  • Comprehensive supervisory capabilities)
  • Integrated, multi-level web administration