List of Metaswitch Cloud Contact Center Customers
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Since 2010, our global team of researchers has been studying Metaswitch Cloud Contact Center customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Metaswitch Cloud Contact Center for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Metaswitch Cloud Contact Center for Call Center include: Consolidated Communications, a United States based Communications organisation with 3200 employees and revenues of $1.20 billion, One Acre Fund, a Kenya based Non Profit organisation with 9500 employees and revenues of $1.10 billion, EarthLink, a United States based Communications organisation with 274 employees and revenues of $176.0 million, Re-Invent Telecom, LLC, a United States based Communications organisation with 105 employees and revenues of $23.0 million and many others.
Contact us if you need a completed and verified list of companies using Metaswitch Cloud Contact Center, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the CRM software purchases.
The Metaswitch Cloud Contact Center customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of CRM software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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Consolidated Communications | Communications | 3200 | $1.2B | United States | Metaswitch Networks | Metaswitch Cloud Contact Center | Call Center | 2020 | n/a | In 2020, Consolidated Communications deployed Metaswitch Cloud Contact Center as its Call Center solution to modernize customer care operations. The Metaswitch Cloud Contact Center implementation provided a cloud-hosted alternative to premises-based contact centers, enabling improved analytics and performance for customer service teams. Configuration emphasized standard Call Center modules including automatic call distribution, interactive voice response, agent desktop tools, and real-time reporting, with Metaswitch Cloud Contact Center serving as the orchestration layer. Operational changes focused on surfacing performance metrics to supervisors and aligning contact center governance and agent workflows with cloud-based processes, enabling Consolidated Communications to access contact center capabilities that improved analytics and performance as described in the implementation notes. | |
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EarthLink | Communications | 274 | $176M | United States | Metaswitch Networks | Metaswitch Cloud Contact Center | Call Center | 2016 | n/a | In 2016 EarthLink implemented Metaswitch Cloud Contact Center as a core element of its Call Center offerings. The Metaswitch Cloud Contact Center, powered by Telax, was delivered as an EarthLink Hosted Contact Center solution that had been deployed in early 2015 and implemented with several mid-market and enterprise clients. The deployment emphasized a hosted cloud architecture that combined Metaswitch Cloud Contact Center platform capabilities with EarthLink network services to provide voice centric contact center functions. Configuration and operational focus included inbound call handling, queue management and agent routing to support help desk, customer service, sales and billing departments. Integration with EarthLink’s best-in-class network was central to the implementation, intended to ensure high voice quality and reliability for business customers while keeping EarthLink’s capital expenses and support costs low. Operational scope targeted mid-market and enterprise clients through EarthLink’s managed services portfolio. | |
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One Acre Fund | Non Profit | 9500 | $1.1B | Kenya | Metaswitch Networks | Metaswitch Cloud Contact Center | Call Center | 2019 | n/a | In 2019, One Acre Fund implemented Metaswitch Cloud Contact Center as a Call Center solution for its Kenya Program. The deployment established a hosted cloud contact center across five departments, supporting a blended inbound and outbound operation staffed by 89 contact center agents and a separate Case Investigations team of 14 investigators, with an operational budget exceeding USD 510,000. The Metaswitch Cloud Contact Center implementation foregrounded standard Call Center capabilities such as workforce management for blended queues, multi-channel interaction handling and centralized case routing to support client repayment management and client protection workflows. The program included a two year vision to transition 70% of inbound queries to self-service channels, specifically USSD, two way SMS and an SMS chatbot, and integrated a multi-channel quality assurance workflow to reduce manual evaluation effort. Integrations and adjacent systems implemented during rollout include the multi-channel quality assurance software Evaluagent, a Zendesk based ticketing governance model, and SMS communications governed via Infobip policies. The hosted Metaswitch Cloud Contact Center supported over 90 remote working users in rural Kenya and was configured to escalate fraud and harassment investigations into the Case Investigations team, preserving the contact center as the primary customer touchpoint within Kenya Business Operations. Governance and operational changes accompanied the technical deployment, with formalized policies created for Zendesk Ticketing System use, SMS Communication through Infobip and the Metaswitch Contact Centre Platform Policy. Outcomes called out by implementers include a 50% reduction in man hours spent evaluating and coaching agents after Evaluagent rollout, consistent achievement of 90% plus SLA for fraud and harassment investigations, a rapid scale of contact center headcount from 45 to 89 within 12 months, a 2021 customer repayment campaign yielding a Kshs 200M net increase in loan repayments, and a performance management program linked to a 20% increase in contact center staff satisfaction. | |
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Communications | 105 | $23M | United States | Metaswitch Networks | Metaswitch Cloud Contact Center | Call Center | 2018 | n/a |
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Buyer Intent: Companies Evaluating Metaswitch Cloud Contact Center
- Puckett, a United States based Professional Services organization with 10 Employees
- Toly Digital Networks, a United States based Communications company with 10 Employees
- Amantya Technologies, a United States based Professional Services organization with 528 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
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