News

June 30, 2020

Magna5 Launches New Contact Center-as-a-Service Solution

FRISCO, TX (June 30, 2020)Magna5, a national provider of managed IT, voice and connectivity services, announced today the rollout of a cloud-based Contact Center-as-a-Service (CCaaS) solution to help organizations deliver a consistent and personalized omnichannel customer experience.

Today’s callers weigh the level of customer experience against three basic pillars: immediate response, omnichannel engagement and consistent customer service. Magna5’s CCaaS solution brings together a broad suite of features for fast, intuitive interactions that make it easy for contact centers to enhance the experience – for both the customer and the employees managing the relationship.

For agents, CCaaS capabilities such as skills-based routing can route conversations to the most qualified agent for quick, one-call resolution. Automatic call distributor (ACD) and advanced interactive voice response (IVR) help direct call queries to be resolved through self-service without a live agent. Omnichannel communications enable agents to proactively navigate across multiple touch points, including proactively communicating with callers through phone and live chat as well as dynamic SMS and email notifications.

For contact center supervisors, CCaaS can help drive adaptive management to improve customer service and boost agent performance. Real-time dashboards powered by in-depth analytics aid supervisors in monitoring the number of calls, wait times and the number of people in queues. In addition, live monitoring allows supervisors to assist agents in improving customer interactions and ensuring quality of service is being met in real time.

“Contact centers are under tremendous pressure today to improve customer loyalty and the overall customer experience,” said Randy Russell, Magna5’s SVP Service Delivery and Support.“ Our cloud-based Contact Center-as-a-Service allows organizations to ramp up quickly with the latest technical capabilities that will improve efficiency and agent productivity for a better customer experience.”

The solution is centrally managed by Magna5 to ensure reliable network performance and uptime around the clock. Magna5 supports agents working remotely or at multiple site locations with fast deployment, scaling and easy integration with existing customer relationship management applications.

ABOUT MAGNA5

Magna5, a NewSpring Holdings portfolio company, provides managed IT, voice and connectivity solutions to mid-market and enterprise customers nationwide, including leaders within the education, healthcare, government, financial services and other industry segments. Headquartered in Frisco, TX, Magna5 operates nationally and has office locations in Pittsburgh; San Antonio; Seattle; and Troy, NY. Magna5 is a platform company of NewSpring Holdings.

For more information, visit www.magna5global.com.

CONTACT: Ryan Burns | Magna5 | 844-462-4625 

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June 30, 2020

Magna5 Launches New Contact Center-as-a-Service Solution

FRISCO, TX (June 30, 2020)Magna5, a national provider of managed IT, voice and connectivity services, announced today the rollout of a cloud-based Contact Center-as-a-Service (CCaaS) solution to help organizations deliver a consistent and personalized omnichannel customer experience.

Today’s callers weigh the level of customer experience against three basic pillars: immediate response, omnichannel engagement and consistent customer service. Magna5’s CCaaS solution brings together a broad suite of features for fast, intuitive interactions that make it easy for contact centers to enhance the experience – for both the customer and the employees managing the relationship.

For agents, CCaaS capabilities such as skills-based routing can route conversations to the most qualified agent for quick, one-call resolution. Automatic call distributor (ACD) and advanced interactive voice response (IVR) help direct call queries to be resolved through self-service without a live agent. Omnichannel communications enable agents to proactively navigate across multiple touch points, including proactively communicating with callers through phone and live chat as well as dynamic SMS and email notifications.

For contact center supervisors, CCaaS can help drive adaptive management to improve customer service and boost agent performance. Real-time dashboards powered by in-depth analytics aid supervisors in monitoring the number of calls, wait times and the number of people in queues. In addition, live monitoring allows supervisors to assist agents in improving customer interactions and ensuring quality of service is being met in real time.

“Contact centers are under tremendous pressure today to improve customer loyalty and the overall customer experience,” said Randy Russell, Magna5’s SVP Service Delivery and Support.“ Our cloud-based Contact Center-as-a-Service allows organizations to ramp up quickly with the latest technical capabilities that will improve efficiency and agent productivity for a better customer experience.”

The solution is centrally managed by Magna5 to ensure reliable network performance and uptime around the clock. Magna5 supports agents working remotely or at multiple site locations with fast deployment, scaling and easy integration with existing customer relationship management applications.

ABOUT MAGNA5

Magna5, a NewSpring Holdings portfolio company, provides managed IT, voice and connectivity solutions to mid-market and enterprise customers nationwide, including leaders within the education, healthcare, government, financial services and other industry segments. Headquartered in Frisco, TX, Magna5 operates nationally and has office locations in Pittsburgh; San Antonio; Seattle; and Troy, NY. Magna5 is a platform company of NewSpring Holdings.

For more information, visit www.magna5global.com.

CONTACT: Ryan Burns | Magna5 | 844-462-4625 

recent blog posts

October 19, 2021
Magna5 Spotlighted in Enterprise Security Magazine as 2021 Top Managed Security Services Provider

Magna5 has been recognized by Enterprise Security Magazine as a 2021 Top Managed Security Services Company.

October 19, 2021
Magna5 – Enabling Businesses to Respond Quickly to Cyber Threats

Magna5 is recognized in Enterprise Security Magazine’s special edition – Top 10 Managed Security Provider 2021. Read the inspiring article featuring Matt Kimpel, Magna5 Director of Cybersecurity and Engineering.

October 14, 2021
Weaponizing IT: The Emergence of Killware and How You Can Defend Your Organization

With the emergence of “killware,” Magna5 urges all its customers to spring into action to ensure their networks are secure. Here are five ways we can help.

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