XMedius Solutions Inc. just 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 platform.
As workers become more distributed, 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. XM TeamQ helps these workers 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 to install
XM TeamQ can now be deployed as a standalone application or as an add-on to XM Connect. XM TeamQ supports all major PBXs, TDM or IP – Alcatel-Lucent, Avaya, Broadsoft, Cisco, Microsoft, Mitel, NEC, Ribbon Communications, Unify and others.
In an in-person interview, Stéphane Vidal, VP of Marketing and Communications said in an in-person interview they had a great year in 2018 with double-digit growth.
He went on to say, in addition, to the launch of TeamQ they just launched, they will have new versions of XM Connect (version 10) and XM Fax by the end of the year.
They signed Toshiba as a partner last year and are recruiting new ones on an ongoing basis. He said there wasn’t much overlap with the AVST channel when they merged – they are now cross-training the channels.