West IP Communications (News - Alert), a subsidiary of West Corporation and a premier provider of cloud-based communication applications and services, has recently upgraded its ControlMaxx cloud-based contact center solution.

ControlMaxx offers a set of call routing, queue management, performance monitoring, recording and reporting functionality. It has been designed from the ground up to support the integration of communications into business processes.

The revamped version of ControlMaxx features an enhanced user interface, multimedia queuing, session tags and improved reporting capabilities. It focuses on continued improvement to efficiency, productivity growth and the positioning of administrators and agents to deliver more effective customer service.

A direct result of in-depth feedback from West’s clients, the newest version reflects the evolving demands faced by contact centers. inContact is one of the partners of West that allows it to offer joint cloud-based communications and contact center solutions.

ControlMaxx enables voice and data to be inte­grated into enterprise business processes and applications. Incoming call- and caller-provided data can be used to provide intelligent call routing and integration with the applications and services.

 Officials said that the cloud solutions of West support most UC functions, including VoIP, contact center, messaging, audio conferencing, presence and mobility. Gartner (News - Alert) reported in its UCaaS Magic Quadrant that many clients subscribe to multiple UC functions.

“West IP Communications helps call center employees ensure excellence in customer service through ControlMaxx, which can scale with call volumes as contact center locations grow,” said Bob Wise, executive vice president of West IP Communications, in a statement.

In related TMC (News - Alert) news, West IP Communications announced that it has achieved the Cisco (News - Alert) Gold Partner and Cisco Cloud Provider certifications.