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MegaPath Launches Premium Call Center Service

Company’s new Call Center Premium service offers more features, advanced reporting, and support for dynamic, distributed staffing

Pleasanton, Calif. – September 19, 2016MegaPath, a leading provider of voice, data, security and cloud services in North America, today announced the availability of its Call Center Premium service. The advanced service expands the company’s carrier-grade, cloud-based Call Center solutions to support all call center environments from basic call distribution, queuing and simple reporting, to advanced call centers with more complex queuing, reporting and management needs.

“MegaPath’s new Call Center Premium service helps businesses, especially those with geographically dispersed staff, boost agent productivity, increase the quality of customer interactions, and reduce costs,” said Dan Foster, President, Business Markets, MegaPath. “Our full-featured cloud-based services enable businesses to upgrade to a scalable, state-of-the-art contact center much more quickly and economically than implementing an on-premises solution.”

MegaPath’s Call Center Premium service enables companies to manage heavy call volumes in sales call centers and technical support workgroups. In addition to Interactive Voice Response (IVR), Automated Call Distribution (ACD), and team collaboration features available with the existing Call Center Pro offering, the new Call Center Premium service includes:

  • Expanded call queue, disposition codes, whisper messages, night/weekend schedules, and queued call management with one-click transfer.
  • Pre-configured and customizable reports for real-time and historical performance metrics to help managers and supervisors make informed queue management and staffing decisions.
  • Outbound Automated Call Distribution (ACD) to support outbound dialing campaigns.

MegaPath’s Call Center services empower call center supervisors to manage all agents – including local, global and remote workers – centrally from a single web-based interface. A comprehensive, sophisticated feature set helps companies improve first-call resolution and customer satisfaction. Both Call Center Premium and Call Center Pro options provide the following benefits:

  • Network-based queuing avoids over-provisioning phone lines for offsite queues, and per-seat licensing lets you scale up or down, paying only for the seats you need.
  • Call Center Managers can keep tabs on day-to-day call center operations using the included supervisor dashboard. A similar web-based agent console simplifies call handling, escalations, and collaboration with supervisors and other colleagues.
  • Agents or other users can receive calls on the devices of their choosing and manage device selection themselves, without assistance from a Voice Administrator. Call Center treats their mobile phone like their desk phone and extends ACD to any device they use to answer the call.
  • Supervisor features such as silent monitoring, barge-in, and advance reporting let managers evaluate agents and provide ongoing feedback and training for continual workforce improvement.
  • Fully cloud-based solution delivers operational flexibility and business continuity not available with on-premises systems. Call centers can quickly and efficiently handle unexpected call volume, without negatively impacting customer wait times.
  • Integrated collaboration features such as Unified Communications, desktop sharing, and video capabilities promote real-time, rapid-response problem solving among agents and supervisors.
  • 24/7 support is included, eliminating additional maintenance / support contracts.
  • In conjunction with the existing call recording capabilities offered by MegaPath cloud-based phone service, call center users can leverage recorded calls for training, monitoring and compliance purposes.

Customers currently using Call Center Pro will have the option to upgrade to the new Premium service. To learn more about MegaPath’s Call Center services, visit: www.megapath.com/voice/call-center.

 

About MegaPath
MegaPath is a leading business communications and network provider that helps businesses fully leverage the cloud. MegaPath’s award-winning service portfolio includes Voice, Unified Communications, SD-WAN, WiFi, and Internet services, backed by dedicated project management and 100% US-based technical support. MegaPath is uniquely positioned to deliver custom managed solutions to businesses that desire a broad range of high-value services from a single nationwide provider. With over twenty years of expertise, MegaPath empowers businesses of all sizes to simplify operations, improve communications, increase productivity, and lower costs.

To learn more about MegaPath’s leading service offerings, please visit www.megapath.com.

MegaPath Media Contact:
Tony Welz
Welz & Weisel Communications
703-877-8101
tony@w2comm.com

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