Contact Center
Elevate Your Customer Satisfaction
Seamless Engagement through an AI-Enabled All-In-One
Customer Contact solution: CCaaS, On-Premises or Hybrid
Win Customers for Life with Exceptional Service
Your customers expect fast, personalized service – on any channel, at any time. With E-MetroTel’s Contact Center Solutions, you can deliver it every time.
Omnichannel Engagement
- Voice, webchat, email, SMS, WhatsApp, Facebook Messenger – all managed in one place.
- Clear, reliable connections and smooth transitions from one mode to another.
- AI-powered Agent Assist for faster, more satisfying resolutions.
Result: Higher quality engagement, better customer retention, and more repeat business.
Boost Agent Productivity and Morale
Agents are the face of your brand. Give them the tools to succeed.
- Unified interface – No more app switching.
- AI-guided prompts – Knowledgeable suggestions, sentiment detection, and compliant responses in real time.
- Faster onboarding – New hires work like seasoned pros from day one.
Result: Agents spend less time searching for answers and more time delivering great service
Cut Costs Without Cutting Capability
Your contact center can be more powerful and more affordable.
- Green Migration – Keep your existing phones and wiring.
- Permanent licensing options – Avoid rising subscription fees.
- One platform for all your business needs – Voice, Call Center, mobility, and UC in one integrated stack.
- Proven Savings: Customers report 30–40% cost reductions compared to bigger-name competitors.
Result: More capital to invest in growing your business
Stay Resilient, Stay Ready
Built on our secure, scalable UCX platform, E-MetroTel adapts to your needs today—and tomorrow.
- Flexible deployment – On-prem, cloud, or hybrid.
- High availability – Amazon Web Services for CCaaS or your own resilient Galaxy Appliance hardware solution on-premises for maximum uptime with built-in failover.
- Scales from 5 to thousands of users – without re-engineering your system.
Result: A resilient platform that grows with your business
Monitor, understand, improve, repeat
View one or multiple queues simultaneously : Enhance agent and supervisor responsiveness with instant access to real-time statistics.
- Critical Queue Metrics – Calls Waiting, Answered Calls, Abandoned Calls, Abandoned Percentage, Longest Wait, Voice Messages
- Agent Monitoring – Agent, Agent ID, Status, Call Type, Call Duration.
Result: Continuous improvement of agents and customer experience
InfinityOne Omnichannel
All customer interactions centralized in one place
- Customers reach you via their preferred channel
- One interface for all channels
- No switching between apps
- Reduced learning curve
- Agents & Supervisors can work from anywhere
Result: Improved agent efficiency and customer focus
Complete Solutions
All In One Integration
Our contact centers leverage our trusted and robust UCX on-premise and cloud solutions. Fully integrated, they empower agents and supervisors to work from anywhere, providing access to all necessary tools and resources at their fingertips.
Features and Applications
- AI Agent Assist
- Unlimited Queues
- Unlimited IVR
- Static and Dynamic Agents
- Skills Based Routing
- Work Anywhere Capability
- Agent Restrictions
- Supervisor Listen
- Supervisor Whisper
- Supervisor Barg in
- Agent Announcement
- Caller Position in Queue
- Wrap Time
- Weighted Queues
- Queue Call Back
- IVR Breakout Option
- Pause /UnPause Recording
- Single Key LogIn - Multiple Queues
- Ready / Not Ready - All Queues
- InfinityOne Collaboration
- Infinity 3065 Softphone
- Music On Hold
- Voicemail To Email
- Wait Time Announcement
- Logout Absent Agents
- Wallboard Realtime Stats
- Historical Reporting
- Call Detail Reports
- Omnichannel
- Join Empty Queue Option
- Queue Announcements
- Inbound Recording
- Outbound Recording
- On-Demand Recording
- Queue Recording
- Agent Recording