MaxACD Contact Center

MaxACD Contact Center for Phone System, Teams and Skype for Business

Designed for the demanding requirements of corporate contact centers, MaxACD delivers an integrated suite of multi-channel contact center applications enabling companies to optimize their customer service capabilities and increase agent productivity.

Integrated with Skype for Business, Phone System and Teams the powerful MaxACD routing engine connects customers to the best available resource, based on your business rules. MaxACD further gives you the ability to monitor and manage your customer interactions and report on agent and workgroup performance, both real time and historical, to ensure your service levels are met.

MaxACD Solution Overview

	Enterprise Auto Attendant enables your company to professionally greet callers, then route calls based on caller selections, digit collection (e.g., account number), and your daily/holiday business schedules.
	Automatically route and queue calls to your call center agents with MaxACD powerful rules engine, which provides eight different routing rules including skills-based routing.
	MaxACD Chat provides the ability to route website visitor chat requests to designated Skype for Business agents, in order to engage your audience and drive conversion opportunities.
	MaxAgent is the agent’s desktop application providing call control, call details, and real time call center queue and workgroup status. MaxAgent also displays individual performance statistics to help agents meet their personal objectives.
	MaxSupervisor is the desktop application for call center managers and supervisors, providing a comprehensive view of all assigned queues, workgroups and agents – including complete agent monitoring, coaching and barge in capabilities.
	MaxInSight is a real time performance reporting application enabling call center managers and supervisors to monitor real time call center performance metrics on a wall mounted display or right from their desktop PC.
	MaxReports, a historical reporting application, provides over 40 standard reports for call center managers and supervisors to monitor, manage and control call center performance.  Report scheduling and customization capabilities are also included.
	MaxRecorder is a centralized, server based call recording application for call center agents and workgroups, providing an intuitive interface to manage recording rules based on your company’s management, training and compliance requirements.
	MaxAdmin, offers comprehensive web-based administration for MaxACD, providing system administrators with simple set up, configuration and management of agents, queues, workgroups, trunks, system status.

MaxACD can be deployed by our Certified Partners or by Altigen, and includes administrator and supervisor training. We also offer application development and customization services for customers having unique, company specific requirements.