Hosted Call Center 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, when configured to work in a complementary fashion, provide a feature-rich Call Center solution.The solution's rich feature set allows companies to improve customer care, create virtual call centers, and manage calls effectively and efficiently. The solution provides a carrier-class platform, enabling businesses of any size to build a comprehensive call center anywhere in the world.

Broad-Connect’s Call Center Solution Components:

• Automatic Call Distributor (ACD) – Intelligent call routing and queuing.
• Auto Attendant – Interactive voice response (IVR) and custom messaging.
• Agent and Supervisor Clients – Intuitive interface for greater agent productivity and management oversight.
• Enhanced (ACD) – Enhanced queuing when Call Center is not staffed as well as wrap-up timer enhanced settings.
• Music On Hold and Comfort Announcement – Callers are provided with a greeting, followed by music or advertisements and periodic comfort announcements in audio or video format.
• Call Recording – Record all calls or selected calls.
• Reporting and Monitoring – Solution supports the reporting needs of any size environment, ranging from basic agent and queue performance statistics to advanced on-demand reports and real-time monitoring of Call Center Agents and Queues.

Benefits of Broad-Connect’s Call Centre Solution:

• Improves customer service – Ensures all incoming calls are serviced efficiently under any network condition and at any time.
• Solution components offer a flexible solution packaging:
  • Virtual ACD (ACD, Call Center Express Agent) – Cost effective Call Center offering.
  • Virtual Call Center (Enhanced ACD, Call Center Agent/Supervisor with reporting) – Complete Call Center offering.
• Establishes Call Centers anywhere in the world.
• Offers 24 x 7 x 365, Follow-the-Sun customer care – Offers ubiquitous services with a single number for distributed Call Center locations.
• Manages calls effectively – Chooses from a range of Call Distribution policies including skills-based call distribution.
• Minimizes costs – Provides the option for agents to work remotely with access to all call features—offering a smart way to increase staff without renting office space.
• Call Recording – Have a Centralized IP Based Recording System to Record and Monitor the calls in the Call Centre anywhere in the world.