Provider of business phone systems M5 Networks (News - Alert) has launched M5 Callfinity Contact Center, saying that it provides digital call-center functionality for business clients and eliminates the need for an on-premise solution.

A latest version of M5's contact center offering, M5 Callfinity (News - Alert) Contact Center combines work from both the existing platform and the acquisition of Rochester, New York-based Callfinity, Inc. in April 2011.

M5 Callfinity Contact Center enables M5’s clients to quickly respond to inbound calls from customers. They can also use real-time monitoring to ensure staffing matches call volumes. Plus, they are now equipped to seamlessly handle unexpected spikes in phone activity. 

Dan Hoffman (News - Alert), CEO of M5, noted successful companies realize that an integrated contact center will not only result in a more efficient business, but will also facilitate customer interaction with products and reinforce the company brand. 

“Customers who are satisfied with their call-support experience are more likely to become loyal repeat customers and enhance an organization’s reputation by sharing their positive experience with colleagues,” Hoffman said.

In addition to built-in call recording for 100 percent capture of a business’ queued calls, M5 Callfinity Contact Center features an online forms designer to create evaluation forms for scoring agents; and more. It also supports Salesforce, Netsuite, and other popular CRM applications.

Indecs Corp., a customer-service focused, employee benefit claims processing center, selected M5 Callfinity Contact Center. The company chose M5 Callfinity Contact Center solution because it gives it the detailed information it needs to understand how its rapidly growing call center is performing, said Bruce Buchanan, president at Indecs, adding that the information is easy to access and immediate.  

“Our contact center product combines the benefits of a managed business phone system with the best cloud-based contact center technology,” said Jeff Valentine, senior vice president of product at M5 Networks.

 Earlier this year in June, M5 Networks launched M5 Help, a one-touch help button allowing its business clients immediate access to a support team directly from their Cisco IP Phone (News - Alert).