Mid-Market

Scale your communications without adding complexity.

Growing teams get contact-centre routing, analytics, and integrations to handle increasing call volumes across multiple departments — without enterprise procurement timelines or overhead.

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The Problem

Growing pains that slow you down

Outgrowing a basic phone system

A simple line worked at 10 people. At 50 you need queues, routing, and reporting — which a basic business phone does not provide.

Adding seats is slow

Every new hire should be a 5-minute admin task, not a ticket to a vendor.

No path to contact centre without enterprise pricing

Enterprise platforms often require long procurement processes and pricing that does not fit a growing business.

Capabilities

Contact-centre power, mid-market ready

MCC gives mid-market teams contact centre capabilities and analytics without enterprise procurement complexity.

Contact Center

MCC contact center is available without enterprise minimum commitments or lengthy procurement processes — giving mid-market teams queue management, skills-based routing, and agent tools as soon as they need them. Contact MCC to discuss what contact center configuration fits your team size and call volumes.

Skills-Based Routing

Route every inbound call to the agent best equipped to handle it — by product knowledge, language, region, or any other skill dimension. Skills-based routing reduces the transfers and repeat contacts that come from calls landing with the wrong agent.

Call Analytics

Live dashboards and historical reports give managers visibility into queue performance, agent activity, and service levels across growing teams. Analytics scale with the operation — reporting on 10 agents works the same way as reporting on 100.

CRM Integration

As call volumes grow, manually logging call outcomes to the CRM becomes a bottleneck. CRM integration automates that logging — keeping pipeline records current without adding to the team's administrative workload. Contact MCC to confirm CRM availability.

Supervisor Monitoring

Listen silently to live calls, whisper coach agents mid-conversation, or join as a participant when a situation needs direct handling. Supervisor tools become more valuable as teams grow and direct oversight of every call becomes impossible.

Scalable Seat Management

Add or remove users from the admin portal without raising a ticket with a vendor or waiting for hardware provisioning. Seat management scales with hiring pace — new staff are operational within minutes of being set up.

Explore theplatform

Contact Center AI Contact Center Sales Dialer Skills-Based Routing Call Analytics Guides & Resources

FAQ

Frequently asked questions

Most businesses start feeling the limitations of a basic phone system when call volumes grow across multiple departments and simple routing is no longer enough to manage queues and agent workloads. That is typically when contact centre capabilities become important.

Yes. MCC supports multiple queues and routing rules across departments — each with its own skills, agents, and reporting. Contact MCC to discuss how your department structure maps to MCC configuration.

Users are added from the admin portal without hardware changes or vendor intervention. The platform scales to accommodate more agents, more queues, and higher call volumes without requiring a migration to a different product.

No. The MCC admin portal is designed for business administrators — adding users, changing routing, and managing settings does not require a technical specialist.

Yes. MCC supports CRM connectivity for call logging and activity sync. Contact MCC to confirm which CRM platforms are supported and what data is captured.

Contact MCC to discuss contract and commitment options. MCC works with businesses across different scale and commitment requirements.

Mid-Market