Hosted Call Centre Solutions

Broad-Connect Telecom’s Call Center solution is comprised of features from the Hosted VoIP platform in addition to Agent and Supervisor client applications. These features provide a feature-rich Call Center solution built on a carrier-class platform. The rich feature set allows companies to greatly improve customer care, create virtual call centers anywhere and manage and calls effectively and efficiently through a centralized phone number or set of phone numbers.

• Scalable – Automatic Call Distribution (ACD)groups are defined on the Hosted-Platform. This allows groups that span multiple sites and agents that work in multiple locations to be connected through a single phone number.

The ACD feature set 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. Enhanced queuing can distribute calls when the Call Center is not staffed as well as wrap-up timer enhanced settings.

Music-On-Hold and Comfort Announcements ensure that callers are provided with a greeting, followed by music or advertisements and periodic comfort announcements in audio or video format.

• Affordable – The affordable monthly fee structure of a hosted service allows small and mid-sized organizations to access advanced ACD and reporting capabilities, without the high capital costs of an on-site solution.
• Flexible – Enterprises can define ACD groups that best utilize their resources, instead of having to define ACD groups around physical locations. You can define skill groups that include agents from any site, or include mobile users in specific ACD groups. Agents can take calls from home, at a satellite office or from mobile handsets.
• Reporting and Monitoring – Our solution supports the reporting needs of any sized environment. These range from basic agent and queue performance statistics viewed via a Web Portal along with daily emailed reports to advanced on-demand reports with real-time monitoring of Call Center Agents and Queues using the desktop clients.

Reporting details can be used to predict staffing requirements to meet forecasted call volumes. Customer satisfaction can be maximized using reports that allow Call Centres to effectively manage their agents and monitor Key Performance Indicators (KPIs) for their queues. Centralized IP Based Recording System to Record and Monitor the calls in the Call Centre anywhere in the world.