BW Callcenter Datasheet1
BW Callcenter Datasheet1
BW Callcenter Datasheet1
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Config
BroadWorks Call Center provides an integrated, full-featured
solution with all the benefits of the BroadWorks advanced voice
and multimedia applications. Service providers can offer
BroadWorks
businesses a hosted Call Center solution with the resiliency of a Calls Call Center
carrier-class platform, enabling businesses of any size to build a Overflow
Routing policy
comprehensive, feature-rich call center anywhere in the world—
with no hardware, software or upfront capital expenditures.
Stats
Virtual ACD and Virtual Call Center
This solution supports individual centers as well as distributed Voicemail / Logged Out
multi-site centers to act as a single virtual call center, regardless Auto
attendant Logged In
of geographic location. Call Center
The BroadWorks Call Center solution consists of two main
offerings tailored specifically for the SME market: BroadWorks Call Center
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Call Center Agent
With the BroadWorks Call Center Supervisor client application, Agent Activity Report
supervisors gain superior management capabilities to monitor
and record agent calls to determine training gaps and
CALL CENTER AGENT FEATURES
requirements. With the advanced reports available through the
BroadWorks Call Center Reporting solution, supervisors can
determine appropriate staffing levels to manage costs while still Call Control Functions- Auto Answer, Hold, Transfer,
effectively handling busy hours. Conference and Supervisor Escalation
Agent State Control Functions- Agent Login/Logout,
The Call Center main interface is generic for both client Ready, Not ready and Wrap Up
applications. Some of the functionality is available only to the
Auto Screen Pop-Ups- Incoming calls pop up on a
supervisor.
Web interface showing information associated with the
incoming call
Auto Dialer- Via Outbound Click-to-Dial and Outlook
Directory Integration
Agent Activity Report- Agents can see real-time
statistics directly on desktop
Call Logs and Enhanced Call Logs- can be
assigned to Auto Attendant, Call Center and Hunt
Groups
Summary
Preset reports show agent activity, call duration, login/logout Integrated with the BroadWorks platform, BroadWorks Call
actions and agent call close times. Other reports, some of which Center simplifies service packaging, eases customer adoption
are available to agents as well as supervisors, show caller and speeds up service rollout—without the burden of customer
activity, such as call abandonment rates and averages of time premises equipment. Contact BroadSoft today to learn more
to answer, wait time and call duration. about how to reduce costs and build revenue with BroadWorks
Call Center.
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