Automatic Call Distribution (ACD/Call Center)
BroadWorks offers a hosted call center feature set. These features enable a business to establish technical assistance lines, customer support numbers, or order-taking centers. BroadWorks can expand the capabilities of legacy call centers by allowing call center agents to be geographically distributed. Agents can take calls from home, a satellite office, or from mobile handsets.

Auto Attendant / IVR
The BroadWorks Auto Attendant provides enterprises with a powerful and flexible tool to manage inbound calls and deliver them to the intended destination through interactions with the caller. This feature set supports front-office applications with minimal configuration and customization with capabilities that include embedded name dialing, extension dialing, and night service capabilities.

Call Center
The BroadWorks Call Center allows Service Providers to build on demand, virtual call center for distributed, multi-site workforce regardless of geographic location. The BroadWorks Call Center solution includes BroadWorks Call Center clients, real time and historical reporting, Auto Attendant, and Advanced ACD features.
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Call Control Features
At its core, BroadWorks is a call control engine, responsible for the execution and management of enhanced personal, group, and media-based features. BroadWorks maintains state on calls and uses leading protocols such a SIP to execute features such as transfer, call park, barge-in, and many more.

Client Services
BroadWorks offers several client service options: web-based and desktop based. The web-based CommPilot Call Manager provides users with a call control client for managing their incoming and outgoing calling. BroadWorks also offers desktop-based clients for enhanced features that provide added functionality and the advantage of desktop integration.

Conferencing
BroadWorks offers business-grade conferencing through a specialized high-density media server. Features include a unified, browser-based interface for scheduling conferences and controlling and recording calls in process. Our conferencing also includes functionality for collaboration and web-presentation of MS Office documents (e.g. PowerPoint, Word, Excel) for managing collaborative workshops, online meetings, and interactive sales presentations.
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Enterprise Networking
Multi-location enterprises can use BroadWorks-based service to configure their private dial plans for on-net call routing using a combination of private and public IP transport. Enterprises can integrate "islands" of user groups into one unified service instance, supporting non-homogeneous equipment such as different brands of PBX, IP PBX, and KTS CPE.

Messaging
BroadWorks offers an optional, feature-rich, SIP-based voice messaging solution for service providers. BroadWorks messaging goes beyond the classic voice mail offering to take full advantage of a converged IP environment, providing users with the flexibility to use and manage their messaging service from anywhere, and over any interface.

Multimedia
BroadWorks manages video with many of the same service treatments that we manage audio call treatments, offering carriers a feature-rich entry into multimedia calling services. Through SIP, BroadWorks manages both the audio and video streams involved in a video call, a custom ringback video message, or a video auto attendant directing calls.

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Personal Mobility
BroadWorks supports mobile users, whether extending service to mobile handsets from desktop service or eliminating the desktop phone all together. BroadWorks features such as simultaneous ring, selective call forwarding enable users to design services that support a variety of mobile lifestyles. Mobility features offer enterprises some of the most powerful means of enhancing user productivity.

Web Portal Interface
With BroadWorks-based service, users and administrators can access a secure web portal to configure and manage their telephony services. Web access simplifies and speeds service configuration for users. For administrators, web access minimizes the time and expense for moves, adds, and changes, providing administrators with the control and flexibility of an on-site switch without the hardware and overhead.