We are thrilled to announce a range of new features and enhancements to our platform, designed to streamline your operations and provide an even more robust and comprehensive call center experience. These updates reflect our commitment to continuously improving our platform based on your feedback and needs.

New Call Tagging

You can now add tags to calls for improved categorization and tracking. This feature is essential for identifying patterns and trends, making it easier for your team to conduct detailed call analysis, streamline follow-up actions, and enhance customer service.

 New Agent Live State Update

When you navigate to the Live Dashboard page, you can now see how much time each agent has spent in each status throughout the day. This feature provides constantly updated numbers to help you monitor agents if they exceed certain durations, such as long breaks or calls.

New Ringing and Hold Time in Call Log

To help you optimize your call handling times, we have introduced 'ringing time' and 'hold time' fields to our call log page. This feature allows you to see how long a call rang before it was answered and how much the customer was put on hold during the call, providing valuable data to improve your call response times and overall customer experience.

New Custom Away Reasons during ACW

Recognizing the need for flexibility in agent statuses, we have added a feature that allows agents to change their 'Away Reason' while in After Call Work (ACW) status. This provides greater clarity into agent activities, leading to improved workforce management and agent productivity.

Improvement Increased Export Limit

We understand the importance of having comprehensive data at your fingertips. To facilitate this, we've increased the call export limit from 20,000 to 50,000 records. This expanded capacity allows for more thorough data analysis, helping you gain deeper insights into your operations.

We are confident these updates will significantly enhance your team's productivity and overall user experience with Maqsam. As always, we appreciate your continued support and feedback as we strive to make our platform the best it can be.

We are happy to announce the release of several important features that our team has been working on for a while after listening to your feedback. Those features will help you elevate your business and improve your daily operations. 

Internal calls 

If your company has a lot of internal communications, our internal calls feature will help your agents and employees to call each other across borders with ease and free of charge.

Extensions

Extensions are essential for any business communication system, now with Maqsam flexible extensions you can easily manage your users' extensions and they will be updated instantaneously on your IVR.

SMS through the web

Messages are still an integral part of our life. Stay connected with your customers using Maqsam short messaging services. Customers have been using our SMS API for a long time now, and we have just released the ability for our customers to send pre-defined templated messages to their users through the web in a seamless and frictionless way.

After Call Work

It is important for agents to have time to do any follow-up work related to their calls such as ticket creation, call logging, and sending out an email to keep the interaction properly documented. Our After Call Work (ACW) feature will allow your Administrators to configure it the way it suits your business your agents will have the needed time to finalize any call-related matters without worrying about missing a new call. 

Better phonebook import

It is easier than ever to import your whole phonebook and contacts to Maqsam. Now you can upload names in batches and manage them in your account.

Better dialer notification

We now give more insight to agents about call status. Agents can see notifications inside the dialer if the call failed or if the number is busy or blocked.

Agent bulk edit

Admins can edit multiple users and agents at once, using our new bulk edit function. Admin can enable and disable inbound and outbound call features for all users at once.

Reach out to our team at [email protected] to learn more about those features and how you and your team can benefit from them.

Made with ❤️ in MENA

New  Call Transcription Feature

Going through and listening to hundreds of calls looking for a particular keyword can be time-consuming. To help our customers, Maqsam has introduced a new transcription feature that converts call voice recordings into searchable text and sentences. On top of that, admins can set up alerts to be triggered in the presence of a specific keyword that has been spoken during a call.

If you wish to learn more about the benefits of this feature, please get in touch with our Customer Success team at [email protected].

New  Call and Recording Timeline

Sometimes calls can be transferred between agents, which makes it hard to track the call timeline, so a new call timeline table has been added to the call page to help admins figure out the interaction between customers and agents in chronological order. 

New Campaigns Improvements

Campaigns are an essential part of any call center. To allow for more flexibility, we now offer more control over the campaign settings; admins can edit already existing campaigns. Also, a new set of data cards were introduced to help you get the latest stats about your campaigns.

Improvement Default Language Setting

Maqsam was designed from day zero to support the Arabic language and to help our customers and agents we now save your default language setting so that even if you open Maqsam from a different device, you will always be served by the language you have chosen. The default language can be set on a per-user basis from the Settings page.

New New Integrations Added

We are growing our integration collection, recently our team have worked on adding two new integrations; Salesloft and Pipedrive. Salesloft is a sales engagement platform and Pipedrive is widely used CRM. We are continuously working to add more integrations to our collection, you can always check our integrations page to learn about our integrations.

New Tel Links Support

We have added Tel Links support now, you can use Maqsam's dialer as your preferred dialer and use it with telephone links on the web to call any number you see. You can enable it directly from your Account Settings

New WhatsApp Voice Recording Support

Voice recording is part of our daily life nowadays, and to keep up with the market demand; we are introducing voice recording to our WhatsApp feature; your agents can interact with your customers using voice recordings easily. Are you using our Whatsapp feature? If not, please reach out to our Customer Success team to start using it!

New Revamped Billing Section, Access Invoices, and Statement

We have revamped our Billing section and added more data to it. Now you will be able to view and download all of your invoices in addition to viewing and downloading your account statement at any time. We have also introduced an option for you to be alerted whenever any of your agents are added or removed.

New Call Numbers from Calls Page Directly

Improvement  Better Filtration and Export Experience

We have been improving the filter and export experience in Maqsam; the newly introduced experience will allow you to do more with filter and export. You have the ability to export your Maqsam's data and use it anywhere. 

IMPROVEMENT Improved User Association

We have improved how you associate your CRM or Helpdesk users with your Maqsam users, you will now be able to automatically associate them with one click only instead of having to go through them one by one.

Improvement Notify Conference Parties Before it Ends 

Our Conferencing API now allows you to play any custom audio file for both parties of the conference when before reaching the set timeout duration of the conference. Check our API Suite to learn more about our APIs.

You can now add multiple payment methods to your Maqsam account and assign the default payment method of your choice. To proceed, admins can add new payment method via the Account Settings > Billing page.

We have added a new filter on the Agents Page to help you navigate the agents' list efficiently including filtering by name, email, ID, group, away reason and creation date range.

A new toggle has been added to the FreshDesk integration section to allow you to choose if you'd like to create tickets for calls made by agents with no associated FreshDesk users. 

Admins are now able to request to deactivate other Maqsam admins. The option is available on the user menu on the Agents Page. A request will be sent to our Operations Team who will take care of the request.