E-MetroTel Call Center Solutions.
Fully featured Call Centers at a quarter of the cost compared to other major competitors.
Values.
On-Premise or Cloud.
Utilize whichever platform is best for you and your business needs.
Historical & Real-time Reporting.
Manage your service levels with real-time wallboard and customized and scheduled historical reports.
Integration.
Simplify operations with full integraton of everyone and every tool on one platform.
Recording.
Archive critical conversations with flexible recording and external storage options.
Cost.
Save with low cost permanent licensing.
Unlimited Queues.
Never worry about scalability. Utilize as few or as many queues as you need.
Onmichannel.
Comming soon. SMS, WhatsApp, Facebook support.
Platform flexibility.
Supported on On-Pemise Appliances and Cloud Solutions. All Call Center features including Queuing, Routing, IVR,
Infinity Queue Reports and Infinity Wallboard are supported by Galaxy Expand, Galaxy 250, UCX-Cloud, and Virutalized.
Real-Time Stats at a Glance.
Management in real-time. Wallboard offers an abundance of live activity information for all of your queues.
View single queues or multiple queues and take action when necessary with the most up-to-date information possible.
Historical - Distribution Reports.
Flexible and customized scheduled reporting for managers. Reports can be scheduled to run by hour, day, week, month,
by queue, per day of week, and transfers.
Historical - Agent Reports.
Answered Reports. Includes Answered by Agent and by Queue, Call Details, Disconnection Cause, and Service Level.
Agent Reports. Includes Agent Availibility, Agent Disposition, and Agent Duration.
Call Center Integration.
Deploy in any environment. Many people think of Call Centers as a single office solution with eveyone
together trying to meet KPI stats. But E-MetroTel Call Center is actually a tool that can be used in any
deployment environment to enhance a company’s overall customer experience.
And like most UCX capabilities, Call Center is the same regardless of where or how it is depoloyed. And everything
is integrated without the need for multiple boxes.
Call Recording.
Flexible call recording. Supports Inbound Recording, Queue Recoding, Agent Recording -
Inbound and Outbound (Internal and External), On-demand Recording. Recordings can be
used for quality monitoring, agent training, record keeping, and can be stored on customer NAS.
Cost and Value.
Some of the lowest Call Center pricing in the industry. We have been told by customers and
resellers that we are providing fully featured Call Centers at around a quarter of the cost compared
to other major competitors.
Our low price and high value is due to lower cost permanent licensing, single platform structure
for agents and regular employees, and application consolidation.
Agent Features.
Call Center Agents can work from anywhere, use numerous devices for communication, they are supported by shift worker capabilities,
call recording capabilities, and real-time queue information via Wallboard.
Agent Availability.
• Shift-worker support.
• Wrap-time before next call.
Queue Info.
• Display CallerID with Queue name.
• Wallboard and queue reports for everybody.
Agent Controls.
• Pause Recording for regulatory compliance.
• Single key login for multiple queues.
• Ready / Not Ready key (for all queues).
Supervisor Features.
Call Center supervisors can be located anywhere, and have access to numerous tools for supervising and managing their call centers and
queues including real-time reporting via Wallboard, historical reports, listen/whisper capabilities, agent monitoring, and much more.
Call recording.
• Monitor quality. agent training, record keeping/dispute.
Remote agent management.
• Logout absent agents.
•Supervision via BLF, Presence, Wallboard.
•Support through
•Listen/Whisper
•InfinityOne Message/Screenshare
Manage customer engagement.
• Real-time & Historical queue stats.
• Infinity Video Conference for training.
Omnichannel (Coming Q4 2023).
Omnichannel Integration. Enhanced Call Center capabilities with chat via SMS, Facebook, and Whatsapp integration.
For more information about our hospitality solutions, contact us HERE.