AltiGen Announces MaxCS Contact Center for Microsoft Lync Server 2010
Unified Communications specialist Altigem Communications has announced MaxCS contact center for Microsoft Lync Server 2010. The new solution is to provide and integrated Microsoft Unified Communication solution for business that will allow Call Recording, IVR, Skills Based Routing, Automatic Call Distribution and Advanced Reporting.
Altigen Communications already has other products that are certified to work with Office Communications Server 2007 (OCS). The MaxCommunications Server is certified to by Microsoft to extend and enhances to functions of OCS making it into a complete call center suite. MaxCS also integrate with Microsoft Exchange to provide a comprehensive IP Telephone functionality. It enables all voice mails to recorded, accessed and managed via Exchange and Outlook.
The upcoming release of AltiGen's MaxCS Contact Center for Lync will provide the following increased capabilities to contact center users:
- ACD & Skills Based Routing Engine: Supports 5 to 500 agents and 64 workgroups per application server. The 100% software-based solution supports virtualization and has easy-to-understand pricing. Also supports integrated interactive voice response (IVR), support for remote agents, and simultaneous logons to multiple work groups.
- MaxAgent Unified Desktop Client: A desktop client application that includes Lync client integration for a seamless contact center experience for workgroup agents. It provides real-time personal and work-group performance statistics, queue monitoring, CRM integration, work-group logon/logoff, and work-group voice mail.
- MaxSupervisor: A feature rich desktop tool for call center supervisors to effectively manage their work-group queues with real-time work-group and agent performance reporting, silent monitoring, supervisor coaching, barge-in capability, and customize queue alerts.
- Call Recording: Fulltime, centralized call recording for MaxCS Contact Center for Lync workgroup agents.
