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workforce optimization
My Agent
eXperience - MAX
workforce optimization

An agent interface that streamlines agent actions

My Agent eXperience - MAX is a dynamic, context-sensitive interface designed for the streamlined handling of all contact center interactions, regardless of channel. With MAX, your agents will be ready to tackle their roughest days and most complex interactions with ease.
 

my agent experience max 

Accelerate

Helps agents make
faster, more-informed decisions

Simplify

Streamline onboarding
and reduce training needs

Optimize

Enhance collaboration
with an Intelligent Address Book

Empower

Empower your agents to
focus on the customer

Industry-leading contact center agent interface

 
QM

True Omnichannel
Customer
Service

MAX increases agent productivity by enabling agents to concurrently handle multiple contacts from multiple channels with different customers. The ability to elevate contacts with additional interaction channels if required to achieve first contact resolution improves customer satisfaction while increasing agent ownership.

  • Optimize omnichannel customer service
  • Increase agent productivity
  • Grow first contact resolution rates
  • Improve agent satisfaction
 
QM

Collaboration
among your
team

With integrated presence information, agents can see at a glance who is available for collaboration. Our tools make it easy for even your newest agents to identify and collaborate with subject matter experts; advanced filtering displays the most commonly consulted with resources.

  • Streamline integration with Enterprise UC solutions
  • Simplify transfers, consults, and conferences
  • Easy access to commonly-used transfers
  • Enable better agent self-management
 
QM

Conferences
and transfers

Once your agents have found the best contact, simplified consults, conferences and transfers help make the connection. And our interface is consistent across channels, reducing the time spent searching and clicking.

  • Utilize advanced skills-based data
  • Apply consolidated routing with native support
  • Implement other channels such as fax, paper mail, or video
 
QM

Intelligent
contact
handling

MAX easily accommodates displaying customer data from any source synchronized with each interaction. The data for the screen-pop can originate in a front-end IVR, a database or 3rd party CRM system.

  • Pre-defined routing components
  • Define business rules based on real-time ACD and WFO statistics
  • Activate routing flows in an HTML interface
 
workforce optimization
workforce optimization

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Ready to transform the way you achieve
your customer experience goals?

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