Call centers are getting more and more complex nowadays. Customer demands are complex, regulatory compliance is hard to achieve and business rules are numerous.

Mettle CM is a revolutionary Call center engine which supports today's complex call center needs. Mettle CM is highly configurable to tune to your environment and programmable to integrate it to work with the rest of your business systems.

Mettle CM runs on PC architecture on custom-built Linux operating system. This ensures scalability and high availability at affordable cost. Expanding a Mettle CM call center doesn't mean scrapping the hardware investment you already made. Mettle CM can spread across several server to attain the scalability and availability you need.

Mettle CM can take PRI/E1 lines or VoIP trunks through appropriate adapters.It depends on open standards codecs and can be combined with the VoIP devices available in the market avoiding vendor lock-ins.

Mettle CM logs the Call Data Record (CRD) of every single call to a database. This provides Mettle CM the capability to provide you a business intelligence system (beyond mere reports). This helps you analyse right from agent performance to trend forecasting. This facility comes part of the pack with Mettle CM. Custom reports can be provided on order.

Most popular features of Mettle CM include:

• Flexible Computer Telephony Integration (CTI) interface
• Multiple call centers in a single installation (virtual call centers)
• Setting outbound caller ID (on PRI lines) to distinguish call centers
• Line-based inbound caller tagging (for billing)
• Pay out of AUP for first time callers
• Native support for VoIP lines
• Custom reports

Features across models are same. Only availability/redundancy and throughput vary.

News

• Pentaho Business Intelligence is integrated with Mettle CM. Read»