MaxACD Features and Applications

As a native trusted application for Skype for Business, MaxACD delivers an integrated suite of applications designed to automate media handling for enterprise contact centers,  departmental customer service centers, and Response Group.


Automatic Call Distribution

Route, queue and manage calls according to your unique business rules and customer service level requirements.     More…

 

Real Time Reporting

MaxInSight enables Supervisors to monitor real time call center performance on a wall mounted display or right from their desktop PC.  More…

Web Chat Queueing

Automatically route website visitor chat requests to designated agents to engage your audience  and drive conversion opportunities.  More…

 

 

Historical Reporting

The historical reporting module provides over 40 reports to monitor, manage and control the performance of your contact center.  More…

Agent Desktop Client

Provides complete call control while displaying queue and workgroup status as well as agent performance statistics.  More…

 

Automated Call Recording

Centrally record and manage calls for agents and workgroups based on your management, training or compliance requirements.  More…

Supervisor Desktop Client

MaxSupervisor provides a comprehensive desktop view of call queues, agents, and workgroups – with complete agent monitoring capabilities.   More…

 

Management and Administration

Manage and monitor extensions, trunks, workgroups and system status using an intuitive Windows interface – locally or remotely.  More…

Auto Attendant

Automatically answer and route customer interactions based on the business rules configured in the MaxACD Auto Attendant application.  More…

 

CRM Integration

MaxACD enables seamless integration to CRM and ERP applications such as SalesForce and Microsoft Dynamics CRM. More…