Inbound & Outbound
MetaSource can answer the call of the most demanding contact center requirements where high-volume, complex interactions occur between multiple sites that support on-premise and/or remote agents.
MetaSource is Real-Time
- Real-time reporting (Web-based)
- Real-time system-to-system data exchange
- Real-time list updates
- Real-time data access
- Real-time alerts and notifications
These capabilities result in real-time decision making that will have a positive effect on business growth.
MetaSource employs tenured agent supervision, quality assurance and training
- Monitor mode - Supervisors can anonymously audit audio and screen activity related to agent/customer interactions in Monitor mode.
- Coach mode - Supervisors can provide verbal instruction to agents without other call participants hearing the coaching.
Customers have the ability to remotely monitor agent calls.
INBOUND
- Inbound Weighted Skills Based Routing
- Service Level Based Routing
- Call Over?ow Agent Recruitment
OUTBOUND
Outbound Dialing :
- Predictive Dialing
- Power Dialing (Outbound IVR/Unattended Dialing)
- Auto Preview Dialing
- Manual Preview Dialing
Outbound Audio Messages:
- Call Handing/Call Flow Based on DTMF Responses
- Outbound IVR
Multiple Answering Machine Detection Modes:
- Accurate
- Full
- Quick
- Positive Voice
Outbound AM Message
Outbound Hold-Queues
BLENDED (Inbound/Outbound mix)
- Multiple Party Conference Calling
- Internal Call / Data Transfer / Veri?cation
- General Callbacks
- Dedicated Callbacks
Digital Recording
- Script/Agent Actions
- Voice Recording from Hold-Queues
- Inbound/Outbound Fax
IVR
- Integration with Internal and Customer Systems
- Transfer to Agent
- Request Callback
- Fully Customizable Call Functions
- Web Service Call Functions
VOIP
- Inbound/Outbound
- Internal Agent Phones
- WAN/Remote Call Centers
- Remote Agents
We Can Help...
Call toll-free 888-634-7684 or...