Metaswitch Cloud Contact Center Solution Extends EarthLink’s Enterprise Service Portfolio

PRESS RELEASE: Metaswitch® announced that EarthLink is achieving success through the use of the Metaswitch Cloud Contact Center solution, powered by Telax®. The EarthLink Hosted Contact Center solution, deployed in early 2015, has been implemented with several mid-market and enterprise clients, enabling a better customer experience. This offering, combined with EarthLink’s best-in-class network, provides a holistic solution for enterprise contact centers.

Contact Centre CLUB

Metaswitch Cloud Contact Center enables EarthLink to offer the highest voice quality and reliability to its business customers’ help desk, customer service, sales and billing departments while keeping its own capital expenses and support costs low.

“We saw a big opportunity to add Contact Center functionality to our suite of hosted voice and managed network services. The Metaswitch solution is the most flexible and functional we’ve found,” said Scott Yelton, director of product management for EarthLink. “Our customers view their contact centers as absolutely business-critical, and Metaswitch helps ensure we are able to reliably exceed their customers’ expectations.”

EarthLink is a leading managed network services provider dedicated to delivering great customer experiences in a cloud-connected world. The company helps thousands of multi-location businesses securely establish critical connections in the cloud.

Metaswitch’s powerful Cloud Contact Center provides capabilities such as intelligent skill-based routing, customized analytics and workforce management, giving EarthLink customers the tools they need to run and manage their contact center effectively and improve customer interactions. The solution enables full multichannel engagement for voice, email, social media and chat, so agents can communicate with customers in whatever way suits the situation best.

“As contact centers are moving from the premises into the cloud, the multibillion-dollar market is ripe for communications service providers. EarthLink is realizing this opportunity while providing its business customers with the best-in-class contact center capabilities,” said Chris Carabello, senior director of product marketing for Metaswitch. “We are very pleased that they chose our Cloud Contact Center as the basis of their offering and look forward to continuing to work closely together to ensure that they keep exceeding customer expectations.”