Service providers can now provide valuable help to enterprise customers with call centres by offering Metaswitch’s Integrated Automatic Call Distribution (ACD), along with the Accession Communicator for Desktop. Many enterprises prefer the flexibility of using remote call centre agents and, with Metaswitch’s remote call center solutions, agents can operate remotely and enterprises can trim center costs without compromising their management and reporting processes.
“Contact centers are looking for better ways to support remote agents, and this is exactly what Accession Desktop will do,” says industry analyst Jon Arnold, principal of J Arnold & Associates. “Not only can they save overhead cost this way, but they can broaden their pool of agents with specialized expertise and stay closer to the customer by routing calls to agents in the same geography.”
“We’ve designed Accession Desktop from the ground up to help service providers address call quality in unmanaged networks,” said Al Cook, vice president of product marketing and product management at Metaswitch. “We’ve removed the poor call quality associated with remote agents using softphone clients in the home by using the SILK codec as well as forward error correction techniques. Accession Desktop ensures high-definition voice quality over real-world networks and a consistent user experience for customers calling into the enterprise call center.”
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