BroadSoft

ACD and Call Center

The BroadWorks ACD solution allows service providers to build on-demand, virtual hunt groups and queues, where users can span multiple sites and receive calls on any device, including mobile phones.

The solution supports any environment, from a small informal workgroup or individual that needs basic call distribution, queuing, and simple reporting, to advanced Call Centers that use Auto Attendants, advanced call distribution algorithms, desktop clients, real-time monitoring and in-depth historical reporting.

End-User Benefits

Reduces total cost of ownership

Allows users to set up a comprehensive, feature-rich Call Center anywhere in the world, with no hardware, software or up-front capital expenditures.

Improves customer satisfaction

No more busy lines for callers since ACDs and queuing are available to any size customer. Queue calls for Receptionists. Include remote or mobile employees in queues.

Offers a resilient solution

Service providers can offer a solution with the resilience of a carrier-class platform for businesses of all sizes.

Accommodates ever changing business needs

Ensures all incoming calls are serviced efficiently, under any network condition and at any time.

Automatic Call Distribution (ACD/Call Center)

BroadWorks offers an ACD feature set that includes hunt groups, call queuing when all users are busy, and no-answer treatments. Auto Attendants can be used to route callers to the correct group of agents, such as sales or technical support. 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.

Call Center Agent and Supervisor

Any BroadWorks user has access to ACD and queuing functionality, which can be enhanced with the ability to set ACD state (sign-in/out, available/unavailable, wrap-up) through a web portal or their phone, or use a sophisticated desktop client application that provides integrated call control, click-to-dial, and ACD state management functions.

Reporting and Monitoring

BroadWorks supports the reporting needs of any size environment, ranging from basic agent and queue performance statistics via the BroadWorks Web Portal and daily emailed reports, to advanced on-demand reports and real-time monitoring of Call Center Agents and Queues using the desktop clients. Customers that previously had no access to incoming call details can now forecast staffing requirements to meet anticipated call volumes, and formal call centers can maximize customer satisfaction using reports that allow them to effectively manage their agents and monitor Key Performance Indicators (KPIs) for their queues.