Contact Centers

The key factor to any successful business is an open line of communication with its customers. Here at Metropolitan Telephone, (Mettel) we believe a unified contact center is critical in creating a seamless and personalized customer experience. No matter your size or industry, Mettel will plan, implement and manage your contact center so you can focus on building long term relationships with your customers.

Your contact center’s efficiency is the foundation to your customer service agents performance. Manage and leverage quantitative data with our reporting and analytics services. Gain valuable insight to fine tune your customer interactions to attract and retain customers. From softphones to speech recognition to ACD/ IVR, Mettel offers a full gamut of contact center services so you can get the most out of your communications investment. Additional offerings via Mettel include an integrated live dashboard for real time monitoring, silent monitoring, preview/ progressive/ predictive dialing, and call screen recording capabilities.

Cloud, On-Premise or Hybrid Hosting

Cloud, on-premise or hybrid based hosting delivers the high-tech communication solutions you demand. Mettel has the experience and offerings necessary to help ensure business continuity and regulatory compliance. From server expansion via the cloud to telecommuting service agents, we maximize your communication investment and keep your team connected. We integrate social media queuing, which is fast becoming the main track for online communication efforts with a globalized customer base. We offer services like internal chat and enable remote workers connectivity to support the way you work all while reducing your call resolution time.

Our Contact Center Offerings Include:

  • Reporting & Analytics
  • Workflow Management
  • Cloud & On Premise Hosted
  • CTI/CRM integration
  • Agent Forecasting
  • Historical & Real Time Queue Monitoring
  • Workforce Management
  • Softphones
  • Social Media Queuing
  • Call & Screen Recording
  • Speech Recognition
  • Preview, Progressive & Predictive Dialing
  • Live Dashboard
  • Silent Monitoring
  • Callflow Control
  • Chat
  • Virtual Extensions
  • Screen Pop