Desktop Applications

MaxACD for Microsoft Lync Server includes desktop call center agent clients (MaxAgent), supervisor clients (MaxSupervisor), and a wall-board display (MaxInSight).

MaxAgent
MaxAgent, fully integrated with the Lync Client 2010, not only brings Contact Center control to the agent's PC, but also delivers personal call statistics to enable agents to monitor their individual performance metrics.

MaxSupervisor
MaxSupervisor gives call center management the ability to monitor, track and manage their call center operations to peak performance.

MaxInSight
MaxInSight is a dashboard display application used to present real-time and historical key performance indicators required to monitor contact center applications.

MaxAgent - Unified Lync Contact Center Client

MaxAgent is an intuitive graphical desktop application designed to improve an agent's call handling and productivity. By integrating MaxAgent into the Microsoft Lync Client, AltiGen delivers the tools necessary for your call center agents to perform at their best.

Specialized Contact Center Functionality

• Real time ACD call queues display
• Redirect calls sitting in queue
• Monitor real time workgroup statistics
• View personal performance statistics
• Customizable queue alerts
• Control agent state via login/logout/wrap-up
• Start/Stop on-demand call recording
• Support for screen pop

Screen Pops are invoked and Incoming Caller Information is delivered when receiving incoming ACD calls from the workgroup queue. MaxAgent's pop up screen lets you view the workgroup and caller ID of incoming calls, and will also display the information captured from a custom data capture prompt in the MaxACD IVR/AA.

MaxAgent Workgroup Visual Voicemail

With native support for Exchange Unified Messaging, MaxAgent brings ACD Workgroup voicemail to the desktop.

Visual Voicemail features:

• Voicemail at a glance
• Listen, save, skip, delete, forward and scroll through messages
• Color coded icons indicate saved, urgent or new messages
• One-click call return

MaxSupervisor

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.

Queue Management

• Monitor the queue
• Invoke On-Demand Call Recording
• Pick calls out of queue
• Redirect calls "on the fly"
• View Agent States
• Force Agent login/logout

Monitoring

• Monitor/Whisper/Coach Agents
• Supervisor Barge-In
• Real-time Agent Performance Statistics
• Real-time Workgroup Performance Statistics

MaxInSight

MaxInSight is a dashboard display application used to present real-time and historical key performance indicators required to monitor contact center applications

MaxInSight collects operational data from the MaxACD, filtering that data to display designated key performance indicators. These critical call center performance indicators can be presented on large flat panel displays 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, Trunk, Workgroup and Agent Activity