MEDTEL PRODUCTS
OmniWorks
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.
IMPROVE YOUR CUSTOMER SATISFACTION AND LOWER YOUR COSTS
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.
How It Works
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 available.
Clicking on an agent’s name gives managers the ability to monitor the performance 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.
Features
Smart 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.
- 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 available, in a meeting, away from the desk, etc.
- Allow contact center agents to be onsite or remote
Voice Recording solutions allow 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.
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.
Created for the mid to large enterprise 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.
All MedTel Services training courses provide focused, in-depth instruction coupled with vital hands-on learning labs to help our students maximize their learning potential. For more detailed information, including pricing and availability for these classes, call 941.753.5000 ext 7702 or click here to learn more.
2024 Cerato ME Technician Training
January 29 – February 9, 2024 (Kennesaw, GA)
April 29 – May 10, 2024 (Kennesaw, GA)
August 12 – August 23, 2024 (Kennesaw, GA)
October 28 – November 8, 2024 (Kennesaw, GA)
2025 Cerato ME Technician Training
January 6 – January 17, 2025 (Kennesaw, GA)
March 31 – April 11, 2025 (Kennesaw, GA)
June 2 – June 13, 2025 (Kennesaw, GA)
September 8 – September 19, 2025 (Kennesaw, GA)
REQUEST A DEMO
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 questions please let one of our consultants show you how real-time data, historical reporting, and analytics can assist your organization make better business decisions.
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