"Every business has a call centre - it might be a cliché but it's true," says Robin Hayman, SpliceCom's Director of Product Management. "And even the smallest business can benefit from call centre technology - providing it's priced appropriately."
maximiser provides many advanced Call Centre features "under the skin." Automatic Call Distribution (ACD), Skills Based Capabilities, Call Queuing with entry/update messages and definable limits, Call Recording, Call Routing on CLI, multiple Music-on-Hold zones, Agent Log In/Out and Call Monitoring & Intrude are all supported as standard.
Adding visibility of real-time queue information through Desktop Clients (Windows & Mac OS X) turns maximiser Departments into Informal Call Centres - ideal for Service, Support and Help Desks, etc. The SpliceQueue Desktop Client provides accurate, up-to-date information on how many calls are currently holding, wait time for those calls held in queues - and who they are - real time "agent" status and their response times. A Desktop Client can be configured to present this information for a single Department - or across all Departments. SpliceQueue can also provide a visual warning when certain pre-defined queue parameters are exceeded, for example, if a queued call were to exceed the target wait time. And being a pure IP PBX, maximiser's distributed architecture allows Informal Call Centre "agents" to be spread across multiple sites - or even to be on the road or working at home - and yet still operate as a single unified Department or Group.
The MultiQueue Wallboard provides a real-time view of calls for up to eight separate Departments plus a total for all Departments. Designed to be run on large wall-mounted plasma screens and PC monitors, the MultiQueue Wallboard clearly shows the number of active and queueing calls, total number of calls answered/abandoned and the longest/average queue times. The MultiQueue Wallboard can be run in conjunction with, or instead of, the SpliceQueue Desktop Client, providing a clear, up to the second view across all queues.
SpliceQueue, Desktop Client & MultiQueue Wallboard for maximiser are available immediately.