Maintel, leading communications innovator, has launched its new solution: Callmedia CX Now. This cloud-based offering supports better interactions between the right agent and the right customer in every contact centre conversation.
The Maintel software supports businesses in delivering more efficient experiences across an omnichannel environment. The system also gives businesses the tools they need to enable contact centre agents to work more productively wherever they are (even when remote). Customers are rapidly demanding more omnichannel opportunities from companies. The Callmedia CX Now service keeps this need for variety in mind.
Companies can handle conversations on a variety of channels, and seamlessly move discussions from one channel to another, depending on the needs of the customer. Businesses can even switch customers to a conversation with a human agent after a conversation with a chatbot.
What Do You Get from Callmedia CX Now
Callmedia CX Now is a cloud-based software that integrates with the existing back-office processes and systems, improving contact centre productivity. Agents can collect all the information they need to handle enquiries more effectively, while managers unlock insights into useful metrics.
With Callmedia CX Now, businesses can:
- Work anywhere: Agents can truly work from anywhere with this cloud-based solution. In an age of remote and mobile working, professionals no longer have to remain tied to the contact centre. The web-based browser desktop will connect securely through the internet without any complicated setup process. Voice calls are also available to deliver directly via the browser, through the standard telephone network to any mobile or landline. You can even send calls through Microsoft Teams.
- Simplify agent tasks: Agents will have a convenient and easy-to-use desktop that handles interactions like SMS, calls, email, webchat, and more. The solution enables businesses to capture customer information and conversation details, so that agents can get the information they need to respond to a query quickly and easily. By cross-referencing and identifying customers automatically, the system provides clear pictures of interactions.
- Intelligently route queries: CX Now also provides support for intelligent routing systems that make sure customers go through to the right agent at the correct time. If a customer called earlier in the day, the system could make sure that they get passed through to the same professional.
- Gain agent performance insights: The Callmedia system collects useful information about agent performance metrics. This ensures that contact centre managers can more easily identify areas of improvement, and optimise workplace operations.
- Maximize agent performance: The Callmedia technology will intelligently issue the right workload to each agent, while identifying which agents need more work, and which need their work to be shifted elsewhere. There’s also the option to switch agents between proactive and inbound customer contact strategies, so productivity doesn’t drop.
- Schedule callback: The technology can even schedule call-backs to customers when waiting times are high, maximizing agent productivity, and minimizing inconvenience for customers who need answers fast.
New Cloud Based Contact Centres
As the demands of customers grow more complex, and businesses need to work harder to differentiate themselves from their competitors, cloud based contact centres are more popular than ever. The Callmedia CX Now solution readily integrates with existing systems in the workplace too, so that businesses can enhance productivity quickly and easily.
The flexible strategy for billing offered by Maintel, and the competitive pricing structure also make the Callmedia CX Now experience more cost-effective for the omnichannel environment. The tools take advantage of Maintel’s advanced history in contact centre experience, and everything is fully made for the cloud, with feature-rich flexibility.
According to the CTO of Maintel, Dan Davies, if you’re currently only in a position where you can handle emails and voice calls, now is the time to make a change, or risk falling behind. Customers expect to contact businesses when they want to and using channels that are suitable for them. The Callmedia CX Now offering enables omnichannel contact, so that customers can switch between media and contact companies how they choose.
However, since a change in business technology can be daunting, selecting a system that will integrate readily with the existing environment is crucial. Maintel ensures that you’ll be able to get up and running quickly, with the right capacity to support the workforce now, while still leaving room for growth in the future.
