XMedius Solutions Inc., a global leader in the field of secure enterprise communications solutions, today announced that it has made its XM TeamQ informal call center solution easier to adopt for teams looking to manage workflows and enhance collaboration. XM TeamQ is now offered as a standalone application or as an add-on to XM Connect (formerly CX-E), the company’s Unified Communications (UC) platform. This week at Enterprise Connect, XMedius will showcase XM TeamQ and its portfolio of communications solutions in Orlando, Florida at the Gaylord Palms Convention Center.
A reality in today’s global marketplace is that employees are scattered all over the world. These teams of IT help desk and technical support groups, sales support and service departments, as well as hospital administrators and university staff, find themselves juggling multiple tasks and balancing numerous interactions each day. Often spread over multiple locations, these teams regularly field a high volume of calls while working on various projects. XM TeamQ is an ideal solution for customers who are looking to optimize the routing of incoming calls to teams of workers that need more functionality than hunt groups offer but don’t require a full-blown contact center. The application provides these strategic teams with an easy way to manage incoming calls and collaborate effectively without the expense or
complexity of a traditional contact center solution.
“For several years, XM TeamQ has been a popular add-on to our UC platform,” noted Tom Minifie, vice president and general manager of voice solutions at XMedius. “We’re now expanding its potential and making it readily available for any team. Connecting to virtually any PBX environment, whether on premises or in the cloud, our vendor-agnostic approach makes XM TeamQ available to any organization’s team of knowledge workers.”
XM TeamQ enables teams to work smarter by taking charge of their workflow. Through its dashboard, agents have access to view all calls in the queue, prioritize which calls to take first, indicate when they are done, reserve or redirect a call, and more. The application allows agents to be in control even when they are mobile. Calls can be delivered to any device including desk phones, mobile devices and softphones.
XM TeamQ features include:
* Uniform call distribution (UCD)
* Automatic call distribution (ACD)
* Agent desktop control with informative screen pop-ups
* Supervisor interface to manage teams
* Call recording
* Call reports
* No computer telephony integration (CTI) required to the infrastructure’s telephone system, making it cost-effective and easy