West IP Communications (News - Alert), provider of cloud-based communication applications and services, is delivering more effective customer service by announcing significant upgrades to its ControlMaxx cloud-based contact center solution. The upgraded solution features an enhanced user interface, multimedia queuing, session tags and improved reporting capabilities.
The enhanced user interface enables easier navigation and updated call flow component layouts for visual consistency and ease of use. The solution also includes Supports Secure web protocol (HTTPS/SSL) for enhanced security; and queuing capabilities for voice calls and chat discussions.
In addition, ControlMaxx enables prioritization of queues for call distribution and includes audio syncing capabilities with video for better monitoring, quality assurance and training purposes.
West IP Communications designs, configures, manages and supports next-generation unified communications (UC) applications and services. It specializes in transitioning organizations to a cloud-based delivery model for voice services, network services, contact centers and collaboration.
“West IP Communications helps call center employees ensure excellence in customer service through ControlMaxx, which can scale with call volumes as contact center locations grow,” said Bob Wise (News - Alert), executive vice president of West IP Communications, in a statement. “Both facilities-based and home-based personnel have full access to ControlMaxx tools with centralized management and reporting.”
The updated version of ControlMaxx allows supervisors to join agents on customer calls, and enables administrators to provide relevant identifiers for use by agents during their calls or chats. Moreover, it allows supervisors to have a better understanding of the relevance of a particular call or chat.
West IP Communications was recently in news for achieving the Cisco (News - Alert) Gold Partner and Cisco Cloud Provider certifications that reinforce West IP Communications’ ability to deliver advanced Unified Communications (News - Alert)-as-a-Service (UCaaS) applications.
Edited by Amanda Ciccatelli