Enhanced Call Center

A Feature-rich Call Center Solution

Make Your Move Economically To A Feature-rich Call Center

The Enhanced Call Center delivers a comprehensive call center solution for small to medium size businesses (SMBs) that enables service providers to penetrate the underserved SMB enterprise market. Innovative features that are not available in legacy systems extend the opportunity to serve the broader SMB market.

Integrated with the CommPartners Connect Hosted IP 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

• Automatic Call Distributor (ACD) - Intelligent call routing and queuing
• Enhanced ACD - Advanced queuing, call routing, and wrap-up timer settings
• Agent and Supervisor Clients - Intuitive client interface for greater agent productivity and management oversight
• ACD State Synchronization through the web agent or IP phone interface
• Call Center Reporting - Preset real-time and historical reports in graphical and tabular form
• Music On Hold and Comfort Announcement - Callers are provided with a greeting, followed by music or advertisements and periodic comfort announcements in audio
• Monitoring - Real-time monitoring by supervisor of agent’s status and queue performance
• 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
• Optional Advanced Services Integration - Integrates with Broadsorft Connector for Salesforce and IPCallRecord

Enhanced Call Center Key Benefits

• Improve Customer Service - Ensure all incoming calls are serviced efficiently under any network condition
• Create Virtual Call Centers - Establish call centers just with a broadband connection - without additional hardware or traditional phone lines
• Offer 24x7x365 Customer Care - Ubiquitous services with a single number for distributed call center locations
• Manage Calls Effectively - Choose from a range of call distribution policies, including weighted call distribution
• Economic Benefits - Minimize capital outlay, real estate expenditures, and other economic expenses associated with IP communications

Enhanced Call Center Agent

The BroadWorks Call Center Agent client application lets call center agents 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 Agent features:

• 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
• Click-to-Dail - Integration with Outlook Directory
• Agent Activity Report - Agents can see real-time statistics directly on desktop

Enhanced Call Center Supervisor

With the Enhanced Call Center Supervisor client application, supervisors gain superior management capabilities to monitor agent’s 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. The Enhanced Call Center main interface is generic for both client applications. Some of the functionality is available only to the supervisor.