Cloud Delivered Call Center Communications

Web Access to Agent and Supervisor Services

The BroadWorks® Call Center application delivers a comprehensive solution with the sophisticated features and functionality that are required for a broad range of call centers, along with the additional benefit of being completely integrated with other BroadWorks Unified Communications (UC)-enabled services.

A hosted call center’s value and efficiency dramatically expand when offered with other BroadWorks applications such as Voice, Video, Unified Messaging, Conferencing and Mobility. An entire ecosystem of BroadSoft partners also offers advanced application integration.

Key Features

Automatic Call Distribution (ACD) – Using sophisticated routing policies, route callers to the right queue, with the right priority, and route them to the next available agent with the correct skills

IVR/Auto Attendant – Guide callers through with self-service applications, using voice or video prompts, to identify the best employee or agent

Queuing – Checks that incoming callers do not receive a busy signal or no answer, and that any employee – even when mobile – can pick up the call

UC Integration – Enable agents to manage any situation quickly with peers and supervisors, with integrated chat, presence, email and conferencing; as well as integration with CRM and other business applications

Agent Virtualization – Virtual pools (ACD groups) of agents can be created that span the globe, ensuring follow-the-sun support with a workforce that can log in from anywhere

Monitoring and Reporting – Ensure a quality experience by monitoring agents, utilizing whisper messages, barge in and emergency escalation when needed, and gain insight into performance with both historical and real-time reporting

Agent and Supervisor Clients – Web agent and supervisor clients provide a next generation look and feel for call center management, providing a comprehensive yet easy to use interface that helps end users efficiently manage their fast-paced workflow, from anywhere with an Internet connection.