M5 Networks, a provider of business phone systems, today launched M5 Callfinity Contact Center, providing digital call center functionality for its business clients and eliminating the need for an on-premise solution.
With the M5 Callfinity Contact Center, M5's clients can quickly respond to inbound calls from customers, use real-time monitoring to ensure staffing matches call volumes, and seamlessly handle unexpected spikes in phone activity. M5 Callfinity Contact Center features include the following:
- Built-in call recording for 100 percent capture of a business' queued calls;
- An online forms designer to create evaluation forms for scoring agents;
- Support for Salesforce, Netsuite, and other popular CRM applications;
- Seamless overflow from the contact center to any enterprise employee, from product managers to administrative assistants, when call volumes spike; and
- Self-service administration via a Web-based portal, including live dashboards and reports.
"Successful companies realize that an integrated contact center will not only result in a more efficient business, but will also facilitate customer interaction with products and reinforce the company brand," said Dan Hoffman, CEO of M5. "Customers who are satisfied with their call-support experience are more likely to become loyal repeat customers and enhance an organization's reputation by sharing their positive experiences with colleagues."
"We selected the M5 Callfinity Contact Center solution because it gives us the detailed information we need to understand how our rapidly growing call center is performing. The information is easy to access and immediate," said Bruce Buchanan, president of Indecs, an employee benefit claims processing center. "In addition, the training tools help our supervisors improve the techniques of our current team and will be the key to getting new representatives up and running quickly."
"Bundled is better. Our contact center product combines the benefits of a managed business phone system with the best cloud-based contact center technology," said Jeff Valentine, senior vice president of products at M5 Networks. "Why would any business want to keep their contact center technology separate from the rest of the enterprise?"
M5 Callfinity Contact Center is the latest version of M5's contact center offering and combines work from both the existing platform and the acquisition of Callfinity in April.