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HIGHLIGHTS OF THE MICROSOFT-BASED UNIFIED COMMUNICATIONS SOLUTION:
- Integrated Voice Communications for Microsoft Exchange Server
- Intelligent Gateway for Microsoft Office Communications Server
Microsoft Office Communications Server 2007 R2 is a cornerstone of the Microsoft Unified Communications solution, providing presence, instant messaging, and unified conferencing (audio, video, and Web) capabilities.
MaxCommunications Server (MaxCS) extends and enhances the capabilities of OCS with its comprehensive Call Center Suite. MaxCS is one of only a handful of solutions in the world which has been certified via Microsoft’s Open Interoperability Program (OIP) to work with OCS, delivering an all software solution with native SIP integration to OCS.
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1. Automatic Call Distribution (ACD) for Office Communications Server +
At the core of the MaxCS Call Center Suite is a powerful, software-based Automatic Call Distribution (ACD) engine. The MaxCS ACD offers simple to advanced call routing options, including Skills-based and Priority Customer Routing, multiple workgroups and real time agent, queue and call statistics. MaxCS ACD is tightly integrated with OCS and specifically architected to seamlessly run in a Microsoft operating system environment.
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2. Call Recording for Office Communications Server +
MaxCS Call Recording is a server-based application which allows calls to be recorded for trunks, agents or workgroups. All calls, designated calls or a sampling of calls can be automatically recorded and stored in a secure database. The MaxCS VR Manager enables simple retrieval, reporting, and management of the centrally recorded audio files.
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3. Agent and Supervisor Desktop Applications +
The MaxCS MaxAgent and MaxSupervisor desktop clients (Windows or MOC plug-in) improve the productivity of the entire call center team. MaxAgent brings call control to the agent’s PC, eliminating the need for a desktop phone. MaxAgent personal call statistics enable agents to monitor their individual performance metrics. MaxSupervisor further extends MaxAgent functionality with comprehensive agent, workgroup and queue management capabilities along with complete real time performance statistics for optimal call center management.