• September 14, 2011

BroadSoft Bolsters BroadWorks Call Center Capabilities

Broadsoft, a provider of software that enables mobile, fixed-line and cable service providers to deliver real-time communications over their IP networks, today announced enhancements to its BroadWorks Call Center solution, including enhanced reporting and new Web based interfaces. These new capabilities provide telecommunications service providers with the flexibility and scalability to extend their hosted call center offering into enterprises with higher call volumes and more complex reporting requirements.

The BroadWorks Call Center solution now supports all call center environments, from a small informal workgroup or individual who needs basic call distribution, queuing, and simple reporting, to advanced distributed, wholesale, and in-house call centers.

The recent enhancements include the following:

  • Enhanced Reporting—broader real-time and historical performance metric capture enables call center supervisors to optimize their local or global workforce, with the use of new pre-configured, scheduled and customizable reports.
  • Newly designed Web Clients with redesigned, user-friendly Web interfaces.

"By strengthening our carrier-grade call center capabilities, communications service providers can add greater value to their existing customers and seamlessly enter new call center markets," said David Bukovsky, vice president of products at BroadSoft. "We believe that call centers with globally dispersed staff can achieve significant cost savings and operational efficiency by transitioning from on-premises legacy systems to a hosted call center offering.

BroadSoft's hosted call center solution extends several benefits to enterprises, including the following:

  • Cost Savings through limited upfront capital investment and predictable operating expenses.
  • Efficient Supervision of a Virtual Workforce — Management of multisite, mobile, and remote agents with a single, central queue.
  • Operational Flexibility — Ability to quickly and efficiently handle unexpected call volume, without negatively impacting customer wait times.
  • Business Continuity — Calls are queued in the telecommunications service provider's network and can be re-routed to alternate locations in case of service disruption.
  • New Service Integration — Customized capabilities are easily integrated through the use of application programming interfaces (APIs).

"We are excited about the new market opportunity that BroadSoft's enhanced call center solution will provide us," said Philip Jones, executive director of Telstra. "We are currently reviewing these capabilities in our lab and look forward to adding this capacity to our existing highly successful, market-leading IP telephony solution."

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