“Contact centers are looking for better ways to support remote agents, and this is exactly what Accession Desktop will do," says industry analyst Jon Arnold, principal of J Arnold & Associates. "Not only can they save overhead cost this way, but they can broaden their pool of agents with specialized expertise and stay closer to the customer by routing calls to agents in the same geography.”
“We’ve designed Accession Desktop from the ground up to help service providers address call quality in unmanaged networks,” said Al Cook, vice president of product marketing and product management at Metaswitch. “We’ve removed the poor call quality associated with remote agents using softphone clients in the home by using the SILK codec as well as forward error correction techniques. Accession Desktop ensures high-definition voice quality over real-world networks and a consistent user experience for customers calling into the enterprise call center.”