Hosted Omni-Channel
Contact Center

For Skype for Business, Teams, Cisco, Avaya, Mitel, Unify and other PBX Platforms

MaxInteract Omni-Channel Contact Center

MaxInteract is a complete, integrated, all software omni-channel contact center solution designed to support a variety of enterprise PBX platforms – including Skype for Business, Teams (island mode), Cisco, Avaya, Mitel, Unify and others. Hosted by Altigen, MaxInteract is delivered as a fully managed service, with 24 x 7 support.

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Solution Overview

With its modular design, MaxInteract enables customers to deploy a complete omni-channel contact center solution on demand or simply choose individual applications on a per agent basis as those needs arise.

MaxInteract

At the heart of the MaxInteract system is an integrated omni-channel routing and queuing engine, offering powerful routing rules with a single easy to manage administrative interface.

PBX Integration

Offering extensive PBX integration options, MaxInteract is available for Skype for Business, Microsoft Teams, Cisco, Avaya, Mitel, Unify and many other PBX platforms.

Interactive Voice

The Interactive Voice Response system provides menu driven Auto Attendant and the ability to create custom call flows including data directed routing, Text to Speech and Speech recognition.

Desktop Apps

The Agent and Supervisor desktop apps are built on an open Web RTC platform (.NET for Skype and Teams). Both are fully customizable and provide secure connectivity to the MaxInteract server.

Voice ACD

The Voice ACD module provides robust set of flexible of inbound call routing and queuing rules, including skills-based routing, priority customer routing and Call Back from Queue.

Web Chat

Web chat routing and queuing increases website visitor engagement with live chat capabilities and, once engaged, push web pages and share screens to further assist customers and increase conversions.

SMS

The SMS module extends the capabilities of chat routing and queuing to mobile users, routing inbound SMS messages to designated agents for quick responses and offers an automatic notification option.

Email Integration

For companies offering website visitors an email contact option, our Email routing and queuing application ensures those group emails are distributed to appropriate agents for timely response.

Fax Integration

Leveraging your Exchange environment, designated inbound faxes are delivered to agents in your choice of a blended or standalone fax queue based upon your unique routing and queuing requirements.

Social Media Integration

Enables the routing and queuing of messages on your social media pages, and detects keywords in social media “posts” with notification to your agents so they can quickly respond.

Call Recording

Records all calls, agent, work groups or DID calls, or a sampling of calls for compliance and customer service.  The analytics module can further detect keywords and emotions for managerial review.

Quality Monitoring

Review and score agents based on objective parameters (ring duration, answer time, etc.) and subjective parameters (listen to and score conversations) in order to improve quality and performance.

Reporting Module

The Reports module, for both real-time and historical reports, includes all communications channels, supports both text and graphics, and offers scheduled distribution and exports to external systems.

Predictive Dialing

Providing Preview, Power and Predictive dialling, contact lists can be manually uploaded, or using our APIs, lists can be dynamically accessed in your internal databases or popular CRM systems.

Help Desk Application

The powerful Customer Ticketing / Help Desk application enabling quick ticket registration, status-based routing, prioritization, workflow management and ticket queuing with end to end reporting capabilities.

Web-Based Administration

MaxInteract includes comprehensive web-based administration, providing system administrators with simple set up, configuration and management of agents, queues, work groups, trunks, system status.