Call Center Software

Call Center Software

 

TCG has partnered with AltiGen Communications to bring you the MaxCS Call Center Suite, built on the scalable MaxCommunications Server software platform. The MaxCS Call Center Suite offers a powerful set of integrated call center software designed to automate every aspect of the call center.

call center software Boston

Automatic Call Distribution

The powerful, software-based Automatic Call Distribution (ACD) engine is the core of the MaxCS Call Center Suite. The ACD engine routes all calls to the correct agent, monitors the status of calls, agents, and queues, and logs all call information for both real time and historical reporting.

Call Routing

Advanced Call Routing

Customers need to be able to reach an agent who can help them as quickly and easily as possible. The AltiGen system groups agents by skill and routes calls based on who is available. This feature significantly reduces transaction time and increases revenue associated with customer calls. Calls can be automatically routed based upon:

  • Caller ID
  • Dialed Number Identification Service (DNIS)
  • Digit Collection
  • Schedule
  • Interactive Voice Response (IVR)

Call Router is a call-handling tool for the MaxCS Call Center Suite that matches incoming call data against Customer Relationship Management (CRM) records.

Power Dialer

Additional Connectivity Features

The MaxCS Call Center Suite is equipped with several additional connectivity features that enhance communication between companies and their clients.

  • Click-to-Dial
  • Power Dialer
  • Call Blending
Call Center Management

Agent and Supervisor Productivity Tools

MaxAgent not only brings call control to the agent’s PC, but also delivers personal statistics so agents can monitor their performance. MaxSupervisor extends this functionality with comprehensive management capabilities along with real time performance statistics for optimal call center management.

Call Center Reporting

Enhanced Reporting

The MaxCS Call Center Suite offers a powerful set of integrated IP communications giving call center managers improved insight and better control over the performance of their call centers.

  • Historical Call Reporting
  • Real Time Performance Reporting
  • Call Recording and Management
Microsoft SonicWALL Hewlett-Packard Cisco Dell Symantec IBM AltiGen Allworx