EarthLink Taps Metaswitch for Contact Center

EarthLink is using 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 mid-market and enterprise contact centers.

“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.”

Metaswitch’s Cloud Contact Center capabilities include intelligent skill-based routing, customized analytics and workforce management. 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 multi-billion 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 continue to exceed customer expectations.”