Contact Center

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.

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.

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 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.