Contact Center Solutions

Manage all contact center solutions


contact center monitor

Improve your customer satisfaction
and lower your costs

 

With MedTel's OmniWorks Contact Center Solution, businesses can manage, monitor, and report on the communication operations across multiple applications—voice, email, unified messaging, and more. Our contact center readily integrates with popular third-party CRM applications such as ConnectWise and SAP Business One.

Improve your customer satisfaction rates—and your bottom line—as you monitor real-time views into queues, manage automated outbound communications, and optimize skills-based routing.

 

Contact Center Monitor

OMNIWorks Insights At-a-Glance

OMNIWorks Contact Center Solution includes a robust set of features for day-to-day management and analysis of all contact center activities. Managers are able to segment views to keep service and support teams in complete control of customer interactions. They are able to look into real-time queues to monitor agent status, including wrapped calls, agents that are in-contact with customers, and those that are availabile.

Clicking on an agent’s name gives managers the ability to monitor the perfromance and the customer satisfaction of the call.OmniWorks provides agents and their managers with real-time and historical data reports. Agents are able to view the amount of calls in the queue and their managers are given a rich tool-set into the insight of their agents performance, so that service-affecting issues can be quickly identified and addressed efficiently.

contactcloud.pngSmart Queuing with OMNIWorks Place Incoming calls on the right track

Improve customer satisfaction as you speed customers and sales prospects to the right person, at the right time, with the right knowledge and information to address issues or close the deal each time, every time

 

Features include:

  • Automatic call distribution
  • Dynamic or skills-based call routing
  • Setup queue permissions and capabilities
  • Integrate with CRM Applications
  • Customize console displays
  • View real-time agent and queue status
  • Research and report historical call data
  • Generate agent performance reports
  • Customize agent status for availiable, in a meeting, away from the desk, etc..
  • Allow contact center agents to be onsite or remote

Easily integrate OMNIWorks Contact Center solution with our other applications to provide a complete analysis of customer communications and agent performance.

If you have any question please let one of our consultants show you how real-time data, historical reporting and analytics can assit your organization make better business decisions.


 

Please complete the form and one of our experts will contact you as soon as possible.

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OmniWorks Options



  • Call Recording Solutions
  • Voice Cyber Call Recording Suite

    Voice Recording solutions allows businesses to simply record multi-media interactions, including chat and email, across fixed and mobile devices; over a wide-range of network configurations, such as TDM, VoIP & hybrid telephony – from an unlimited number of locations. 

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  • Voice Communication Servers
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    The Cerato VCSe product line delivers superior solutions for your business - whether you're an office of three, 3,000, or more. All  products include communication features that are critical in today's business - higher quality audio, greater reliability, broader scalability, and the power of network-readiness for multiple sites.

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  • Enterprise Communication Servers
  • Cerato Enterprise Phone Systems

    Created for the mid to large enterpirse market, the VCSe2000 and VCSe 9000 communication servers are based on the unparalleled strength and reliability of MedTel Services 20-20 product family. VCSe 2000 supports up to 2000 users. VCSe 9000 supports up to 9000 users.

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  • Unified Communication
  • OfficeLinx Unified Communication

    Officelinx is an unified communications and collaboration platform. With Officelinx you can access real-time communication services such as voice, chat, presence, click-to-dial, conferencing, and geo-location mapping right within your business applications

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Cloud Based Systems

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Business Phone Solutions

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Contact Center Solutions

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Call Recording Solutions