Streamline your call center and deliver excellent customer experiences, time after time. MegaPath Call Center solutions (also known as Contact Center solutions) support a broad range of businesses with intelligent queues, coaching tools, real-time reporting, and more. Comprehensive features in our cloud contact center software connect your callers with the right agent the first time, and provides the data you need to track and optimize agent performance.
Route callers to the right queue, with the right priority to the right skilled agent.
Callers hear an initial greeting, then music, advertisements, or comfort messages.
Blend on-site and remote agents; easily manage everyone centrally, regardless of location.
View & manage incoming calls, escalate to supervisor, set Availability status, and more.
View status & manage agents, queues, and queued calls; view & manage reports.
Use real-time and historical metrics to make queue management and staffing decisions.
Increase your first call resolution. Route incoming calls to employees based on agent or team skill sets.
Use silent monitoring, optional call recording, and other tools to coach agents and expand skills.
IM chat and presence promote real-time teamwork. Add MegaPath One UC to screen share, IM, and audio/video conference with customers through their Web browser.
MegaPath Call Center Pro delivers comprehensive call queuing, routing, and quality control features in a cloud-based, carrier-grade call center solution. Interactive Voice Response (IVR), Automated Call Distribution (ACD), and intelligent queuing direct callers to the right agent the first time.
Team collaboration tools and intuitive Web-based Agent and Supervisor consoles streamline call and queue management.
Escalate or promote calls with a single click. Blend on-premises, remote, and off-shore teams for optimum customer service, flexibility, and cost control. See all Call Center Pro features.
If your business needs:
In addition to all the features available with MegaPath Call Center Pro, MegaPath Call Center Premium offers an expanded call queue and advanced features such as disposition codes, whisper messages, night/weekend/holiday schedules, and outbound ACD calls. It also includes a broader range of report options, including more granular report customization. See all Call Center Premium features.
If your business needs:
Choice of Device
Agents and supervisors can use their choice of device – desk phone or mobile phone. Use MegaPath phones or provide your own.
Low Total Cost of Ownership
No CapEx; no equipment to maintain; fewer incoming trunks since calls are queued in the network.
Guide callers using voice prompts.
In the agent console, simply select the supervisor and immediately transfer a call.
Combine the Cloud Call Center with MegaPath’s Business-class Internet access to get true Quality of Service.
Real-time Agent Management
Monitor all agents in a single view so you can re-route calls or move agents to alternate queues in real-time.
Reroute calls to alternate locations in case of a localized power outage or natural disaster.
Easy Self-service Administration
Administrators can manage your Call Center using our intuitive Customer Portal.
Put our 20 years of experience providing innovative cloud and connectivity service to work for you. Choose between two robust call center packages for the best fit. And, combine your call center software with MegaPath Business Internet for the best possible call quality. Add Call Recording and MegaPath One Unified Communications for even more robust quality control.
We provide free, live, one-on-one training for call agents, supervisors, and administrators. Our call center solutions (also called Contact Center solutions) include 24/7/365 support, so you can keep giving your own customers the best contact center experience.
Your call center agents can use their device of choice: desktop or mobile phone. And, as a business you decide if you want to use MegaPath-provided phones or your existing phones. Purchase only the number of seats you need within our contact center solution. Control your call center features and settings through our Customer portal. It’s in your hands, but we're always here to help.