ControlMaxx Features

ControlMaxx goes beyond traditional contact center technology, moving it to the cloud to give you the full flexibility and scalability you need in today’s changing enterprise.

ControlMaxx provides enterprises with:

Click below to enlarge a
feature/benefit analysis

Call Queuing: Centralized interface for creating and managing call queues including controls for agent priority, call distribution, music/message on hold, and overflow options, delivering a superior caller experience by reducing hold times, effectively manage agent staff and improve levels of customer service by managing quality assurance and service level standards.

Call Recording: Recording calls of individuals or call groups and retrieve them using a simple interface improves agent performance, increases customer satisfaction and helps meet compliance requirements.

Call Monitoring: Listen real–time to individual calls without disrupting the agent for quality assurance, training and compliance purposes.

Call Reporting: A robust reporting engine, providing real–time status and analytics, including reports by queue, agent, call or path give you the ability to identify and address operational trends and to ensure a high–quality customer experience.

Agent Desktop Client: A PC application providing access to real–time queue/call statistics and alerts, user call status and transfer capabilities, secure chat functionality and advanced screen–pop functionality that can be integrated with a company’s CRM, like Salesforce.com.

Not every contact center employee needs the same features, so ControlMaxx gives you two service options:

Flexibility is key to contact center performance and ControlMaxx’s cloud-based architecture lets you scale it as your needs dictate. Read the complete list of ControlMaxx benefits here.