The Enhanced Call Center is a full-featured hosted call center for a small business that can be deployed without the hardware, software, or other capital expenditures. Integrated with the NetStream Hosted PBX platform, Enhanced Call Center simplifies service packaging, eases customer adoption and speeds up service rollout - without the burden of customer premises equipment and related capital expenses.
Enhanced Call Center Features
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Automatic Call Distributor (ACD) - Intelligent call routing and queuing |
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Enhanced ACD - Advanced queuing, call routing, and wrap-up timer settings |
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Agent and Supervisor Clients - Intuitive client interface for greater agent productivity and management oversight |
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ACD State Synchronization - through the web agent or IP phone interface |
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Call Center Reporting - Preset real-time and historical reports in graphical and tabular form |
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Music On Hold and Comfort Announcement - Callers are provided with a greeting, followed by music or advertisements and periodic comfort announcements in audio |
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Monitoring - Real-time monitoring by supervisor of agent’s status and queue performance |
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Unified Front-End Web Portal Provisioning - Single point of entry for provisioning all BroadWorks services and client applications, including BroadWorks Call Center Agent and BroadWorks Call Center Supervisor |
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Optional Advanced Services Integration - Integrates with BroadSoft Connector for Salesforce and iCall Record |
Enhanced Call Center Agent
The BroadWorks Call Center Agent client application enables call center agents to perform call-control and agent state control functions directly from their desktops for IP phones, IP-configured analog phones (with ATA) or compatible softphones. Simplified interfaces allow Enhanced Call Center agents to answer, direct, and complete calls more quickly to increase productivity and improve the caller’s satisfaction level.
Enhanced Call Center Supervisor
With the Enhanced Call Center Supervisor client application, supervisors gain superior management capabilities to monitor agent activity, service level requirements, and determine training gaps. With the advanced reports available through the Enhanced Call Center, supervisors can determine appropriate staffing levels to manage costs and service levels, and effectively handle busy hours.
