OVERVIEW

Improve your customer experience

More meaningful interactions. Happier customers and employees.

Magna5’s cloud-based Contact Center-as-a-Service solution makes it effortless for customers to interact with your organization from multiple channels, any place and any time. Using our unified cloud-based platform, everything is virtual … which means we can build out your contact center capacity at a fraction of the cost. No expensive hardware or software is needed. We take care of the phone lines, software upgrades, security and backups … all at an affordable monthly rate.

We bring together a wide range of features for fast, intuitive interactions that make it easy for you to navigate the experience for both the customer and the employees managing the relationship. Our solution supports remote and multi-site agents with real-time analytics and reporting to give you true historical context so you can better manage and resolve customer issues faster … as well as boost revenue and improve customer loyalty.

Everything you need for seamless contact center connections across voice, chat, email or SMS.

BENEFITS FOR AGENTS

  • OMNI-CHANNEL EXPERIENCE

    Customers can use the channel of their choice to contact your organization at any time. Information stays updated and available with CRM integartion.

  • INBOUND VOICE QUEUES

    Set up multiple simultaneous call queues to meet your business needs. Faster queue positioning and escalation enables you to capture more revenue.

  • INTELLIGENT SKILLS-BASED ROUTING

    Navigate callers quickly through the queue and efficiently direct them to the agent with the right skill set to assist them.

  • FASTER CALL RESPONSE

    Improve agent efficiency and productivity with ACD and IVR features for immediate response to incoming calls and seamless call routing.

  • AUTOMATED CALL BACK

    Eliminate the need for customers to wait on hold. With automated callbacks, they can type in their 10-digit number and not lose their place in line.

  • RELIABLE CONNECTIONS

    Get carrier-grade network performance with full redundancy to ensure reliable voice quality and bandwidth availability for consistent quality of service.

High performing agents, even higher customer satisfaction

BENEFITS FOR SUPERVISORS

Real-time Dashboards

Monitor number of calls, wait times, number of people in queues and much more.

Customized Reporting and Analytics

Get actionable insight with in-depth reports and analytics on customer calls, outcomes, agent performance and more.

Live Monitor, Whisper, Barge-in

Monitor and assist live agents and customer interactions. Get real-time status of your agents, queues and more.

Call Recording

Review calls at any time to ensure company quality standards are being met.

24x7x365 Support

We support agents working at any location or remotely around the clock to guarantee uptime and secure connections. Our dedicated staff monitors your contact center with centralized management and handles all updates and maintenance to ensure you have the latest software.

  • Speedy deployment and scaling
  • Easy integration with existing CRM applications
  • Multi-channel communication capabilities
  • Centralized management for reliable network performance
  • Upgrades and maintenance handled behind the scenes
  • Robust security and data protection

FIND OUT MORE

Learn about our different service levels and how they fit your business needs.

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