New Hosted Application Gives Call Center Agents, Supervisors Desktop Call Control
BOSTON- September 12, 2006 - BroadSoft, Inc., a leading provider of VoIP application software, today announced ® Call Center solution. BroadWorks Call Center is an integrated, full-featured, hosted solution for managing customer contacts with all the advanced voice and multimedia applications of BroadWorks.
BroadWorks Call Center allows agents to perform call control functions directly from their desktops for IP phones, analog phones, or BroadWorks Communicator softphones. Using BroadWorks Call Center, large and small enterprises can set up call centers anywhere in the world with PCs and a broadband connection-without additional hardware, PC-resident software, or traditional phone lines. Agents can even work remotely with access to all call features, distributing call center functionality to meet the demands of global enterprises.
Agent & Supervisor Benefits
BroadWorks Call Center Agent client application features a simplified interface that enables call center agents to answer, direct, and complete calls more quickly to increase productivity and improve caller satisfaction.
The BroadWorks Call Center Supervisor client application gives managers superior management capabilities to monitor and record agent calls, and determine training gaps and requirements. The advanced reports available through the BroadWorks Call Center solution give supervisors access to caller activity, such as call abandonment rate, averages time to answer, wait time, and call duration. Supervisors will find these reports helpful in managing costs by determining appropriate staffing levels, while also effectively handling peak hours in Call Center demand.
BroadWorks Call Center also supports traditional call center features, such as forwarding incoming calls to an overflow number when the queue is overloaded, and automatically presenting calls to agents who are on duty. Also, a call center supervisor can assign any BroadWorks personal service, such as Call Forwarding, Call Notification and Call Screening, to a call center agent to customize the call center group.
Service Provider Benefits
For service providers, BroadWorks Call Center delivers a comprehensive, hosted call center solution that appeals to the underserved small and medium enterprise (SME) market. In addition, innovative features in BroadWorks Call Center that are unavailable in legacy systems extend the opportunity to serve the broader enterprise market. Integrated with the BroadWorks platform, BroadWorks Call Center simplifies service packaging, eases customer adoption, and speeds up service rollout-without the burden of customer premises equipment.
BroadSoft customer EagleACD provides hosted automated call distribution (ACD) for a range of customers, including call centers, help desk support, virtual call centers and offshore service centers in India, the Philippines and other global locations. "Earlier this year we added the BroadWorks platform to extend our offerings into the SMB sector," said Kent Charugundla, President and CEO of EagleACD. "The addition of BroadWorks Call Center expands our suite of solutions even further in servicing both large and small global call centers."
"The BroadWorks Call Center is the ideal hosted call center application, because it works with any type of phone. All you need is a broadband connection," said Ruben Perez-Sanchez, CEO of DSLi, a South Florida-based CLEC offering VoIP, Internet and Voice solutions for business customers. "We see the BroadWorks Call Center as a great example of how VoIP can improve customer interaction."
"BroadSoft continues to drive innovation for advanced VoIP applications that meet end-users' need for improved communications and increased productivity, and BroadWorks Call Center is the latest result of our commitment to that mission," said David Bukovsky, vice president of products for BroadSoft. "BroadWorks Call Center gives companies of any size the ability to create a single center or multi-site operations that act as a single call center with a single number, regardless of geographic location."
Key BroadWorks Call Center features include:
- Call control functions: Auto Answer, Hold, Transfer, Conference, and Supervisor Escalation
- Agent State control functions: Agent Login/Logout, Ready, Not ready, and Wrap Up
- Auto screen pop-ups: Incoming calls pop up on a Web interface showing information associated with the incoming call
- Real-time and historical reports: Agent availability, call duration and agent close times.
- Supervisor Barge In: Join calls in progress
About The BroadWorks Platform
BroadSoft's IMS-compliant BroadWorks® platform provides a comprehensive range of VoIP applications, including hosted PBX, IP Centrex, mobile PBX, business trunking and residential broadband services fully integrated into a single VoIP application platform. BroadWorks provides these applications with the reliability, redundancy, scalability and regulatory capabilities required to deliver carrier-class service.
BroadSoft's VoIP application software is revolutionizing the delivery of hosted telephony and multimedia services. Its flagship BroadWorks technology empowers wireless, wireline and cable carriers to deliver next-generation voice and multimedia applications and advanced features that increase revenue, enhance competitive differentiation and elevate customer satisfaction. BroadSoft's family of carrier-class software products delivers the scale, open architecture and reliability that the world's leading telecommunications companies demand to serve mission-critical enterprise and residential broadband customers. BroadSoft provides VoIP applications to 6 of the top 10 and 11 of the top 25 largest carriers worldwide, including Korea Telecom, Singtel, Telefonica de Espana, Telstra, T-Systems, Verizon and XO Communications.