Call Center Software Featured Article

M5 Networks Launches Callfinity Contact Center

By Rahul Arora
TMCnet Contributor

M5 Networks (News - Alert), the market leader in business phone systems, recently launched M5 Callfinity (News - Alert) Contact Center. The new contact center has various features that enable clients will be able to respond to their customer’s call quickly, handle unexpected spikes in phone activity, and seamlessly monitor to ensure staffing matches call volumes.

“Our contact center product combines the benefits of a managed business phone system with the best cloud-based contact center technology,” said Jeff Valentine, senior vice president of Product at M5 Networks.  “Why would any business want to keep their contact center technology separate from the rest of the enterprise?” 

The latest version of M5's contact center, M5 Callfinity Contact Center has features like built-in call recording for 100 percent capture of queued calls, online forms designer to create evaluation forms for scoring agents, easy to use web-based portal for easy administration and support for Salesforce, Netsuite, and other popular CRM applications. In the cases where call volume spikes, the contact center ensures seamless overflow from the contact center to any enterprise employee.

“Successful companies realize that an integrated contact center will not only result in a more efficient business, but will also facilitate customer interaction with products and reinforce the company brand,” said Dan Hoffman (News - Alert), CEO of M5, in a statement.  “Customers who are satisfied with their call-support experience are more likely to become loyal repeat customers and enhance an organization’s reputation by sharing their positive experience with colleagues.”

“We selected the M5 Callfinity Contact Center solution because it gives us the detailed information we need to understand how our rapidly growing call center is performing.  The information is easy to access and immediate,” said Bruce Buchanan, president of Indecs Corp., a leading, customer-service focused, employee benefit claims processing center.  “In addition, the training tools help our supervisors improve the techniques of our current team and will be the key to getting new representatives up and running quickly.”

In other news, M5 Networks recently announced partnership with LinkPoint360, a provider of enterprise e-mail integration software applications to the CRM industry, to develop seamless e-mail and voice integration for leading CRM platforms. The partnership will provide telephony integration for M5 customers from the LinkPoint360 Outlook Add-in.