MaxEngage is a cloud based Virtual Expert solution leveraging Skype for Business and Altigen’s MaxACD integrated routing and queuing application, which connects end users with live “virtual experts”, regardless of location. Rather than staffing each location with subject matter experts, MaxEngage enables centrally located experts to interact with your customers and employees, increasing efficiency, reducing costs and optimizing customer service.
|MaxEngage starts with a fully customizable web-based UI which invites users to select from a menu of choices to transact business, address questions, or get help from a subject matter expert or product specialist.|
|Upon authenticating their identity and choosing their topic of interest, the user is immediately connected via a secure peer-to-peer call to a designated employee, group or department based on routing rules preconfigured in MaxACD.|
|With the MaxEngage session established, your “expert” has the ability to upgrade the call from voice to video, share their desktop, application or web page, and jointly complete online documents with the user.|
|MaxEngage sessions may be monitored by authorized supervisors, and include post session reporting. Optionally users can also be directed to a post session customer satisfaction survey.|
|Our professional services team will first consult with you to identify your key business requirements then provide complete custom development, integration and implementation services to make sure your goals and project timelines are met.|