CONTACT CENTER-AS-A-SERVICE

More meaningful interactions. Happier customers and employees.

Magna5’s Contact Center-as-a-Service solution provides the foundational cloud-based platform to help organizations deliver a consistent and personalized omnichannel customer experience. 

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.

CONTACT US TO DISCUSS YOUR IT NEEDS

Contact Center-as-a-Service

More meaningful interactions. Happier customers and employees.

Magna5’s Contact Center-as-a-Service solution provides the foundational cloud-based platform to help organizations deliver a consistent and personalized omnichannel customer experience. 

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.

CONTACT US TO DISCUSS YOUR IT NEEDS

benefits

High performing agents, even higher customer satisfaction

Quality Omni-Channel Experience

Customers can use the channel of their choice to contact your organization at any time. Dynamic notifications allow you to proactively send notifications to your customers through outbound voice, SMS and email notifications.

Tools for Better Interactivity

We help you build auto-attendants that perform a number of tasks, both simple and complex. Web chats and virtual assistants improve faster resolution offering online options to help callers get what they need without an agent.

Meet Call Demands

Automatic call distribution and advanced interactive voice response collects information about caller needs and directs them to the appropriate department or agent. Calls are easily routed to agents sitting at different locations or remotely. Your VIP callers will also be routed to the most appropriate agent or placed first in the waiting queue.

Keep Wait Times Low.

Real-time dashboards monitor the number of calls, wait time and number of people in queues to keep tabs on metrics and ensure KPIs are on track. Insights from reports and analytics enable manages to make changes quickly to improve performance and customer satisfaction.

Increase Staff Satisfaction and Productivity

Our Contact Center-as-a-Service solution is fully managed by our team of experts. This takes the burden off your internal team to focus on higher priority tasks. We ensure full, transparent access to your team for administrative capabilities, or you can offload support to our 24/7/365 Magna5 team.

Quality Network Performance

Magna’s Contact Center-as-a-Service is completely cloud-based, easily scalable solution with no on-site hardware. You can expect reliable, carrier-grade network quality and performance, as well as PCI, SSAE and HIPAA compliance so your customers can experience the best call quality.

Quality Omni-Channel Experience

Customers can use the channel of their choice to contact your organization at any time. Dynamic notifications allow you to proactively send notifications to your customers through outbound voice, SMS and email notifications.

Tools for Better Interactivity

We help you build auto-attendants that perform a number of tasks, both simple and complex. Web chats and virtual assistants improve faster resolution offering online options to help callers get what they need without an agent.

Meet Call Demands

Automatic call distribution and advanced interactive voice response collects information about caller needs and directs them to the appropriate department or agent. Calls are easily routed to agents sitting at different locations or remotely. Your VIP callers will also be routed to the most appropriate agent or placed first in the waiting queue.

Keep Wait Times Low.

Real-time dashboards monitor the number of calls, wait time and number of people in queues to keep tabs on metrics and ensure KPIs are on track. Insights from reports and analytics enable manages to make changes quickly to improve performance and customer satisfaction.

Increase Staff Satisfaction and Productivity

Our Contact Center-as-a-Service solution is fully managed by our team of experts. This takes the burden off your internal team to focus on higher priority tasks. We ensure full, transparent access to your team for administrative capabilities, or you can offload support to our 24/7/365 Magna5 team.

Quality Network Performance

Magna’s Contact Center-as-a-Service is completely cloud-based, easily scalable solution with no on-site hardware. You can expect reliable, carrier-grade network quality and performance, as well as PCI, SSAE and HIPAA compliance so your customers can experience the best call quality.

Improve your customer experience with these features:

  • 24/7/365 Support: Industry-leading standards for security, availability and reliability.
  • Inbound Voice Queues: Multiple, simultaneous call queues to meet your business needs.
  • Intelligent Skill-Based Routing: Navigate callers and efficiently direct them to the agent with the right skill set.
  • Automated Call Backs: Eliminate the need to wait in line by allowing callers to type in their 10-digit number.
  • Live Monitor, Whisper, Barge-In: Monitor and assist live agents and customer interactions.
  • Customized Reporting and Analytics: Actionable insights with in-depth reports and analytics.
  • Call Recording: Review calls at any time to ensure company quality standards are being met.

 

Data Sheet

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

Blogs

July 2, 2020
Contact Centers: Own the CX with the Right Tools to Be Memorable

By 2025, contact centers will morph into experience hubs and how they perform will be placed more clearly within the context of the overall performance…

Blogs

May 7, 2020
Unified Communications: Simplifying Collaboration in an Anytime, Anywhere World

Unified Communications has been around for a while. But during the recent nationwide pandemic lockdown, the dynamics of communicating from any place, on any device,…

Blogs

January 16, 2020
Unified Communications and SD-WAN in Healthcare: Synchronize Collaboration Across Multiple Locations

Federally Qualified Health Centers are community-based health care providers who provide a vital link to primary and preventive healthcare services in underserved communities. Dependable communications…

Blogs

July 26, 2018
Solving Enterprise Communication Issues with UCaaS

Simplify your Enterprise communications with Unified Communications as a Service (UCaaS) in the cloud. Enterprise businesses are constantly struggling with communication challenges. Traditionally, business phone…

Blogs

June 21, 2018
Making the switch to a Cloud Contact Center

Improve customer satisfaction and the customer experience with a hosted UC and Cloud Contact Center solution. One of the many exciting things happening at Magna5…

Blogs

July 2, 2020
Contact Centers: Own the CX with the Right Tools to Be Memorable

By 2025, contact centers will morph into experience hubs and how they perform will be placed more clearly within the context of the overall performance…

Blogs

May 7, 2020
Unified Communications: Simplifying Collaboration in an Anytime, Anywhere World

Unified Communications has been around for a while. But during the recent nationwide pandemic lockdown, the dynamics of communicating from any place, on any device,…

Blogs

January 16, 2020
Unified Communications and SD-WAN in Healthcare: Synchronize Collaboration Across Multiple Locations

Federally Qualified Health Centers are community-based health care providers who provide a vital link to primary and preventive healthcare services in underserved communities. Dependable communications…

Blogs

July 26, 2018
Solving Enterprise Communication Issues with UCaaS

Simplify your Enterprise communications with Unified Communications as a Service (UCaaS) in the cloud. Enterprise businesses are constantly struggling with communication challenges. Traditionally, business phone…

Blogs

June 21, 2018
Making the switch to a Cloud Contact Center

Improve customer satisfaction and the customer experience with a hosted UC and Cloud Contact Center solution. One of the many exciting things happening at Magna5…

Talk to a Technical Expert

Interested in finding a Managed Service Provider for your network needs?
Would you like to find out more information about Magna5? Whatever your need, reach out!