Enhanced Call Center Features

Key Features

  • Automatic Call Distribution (ACD)
  • Route callers to the appropriate agent, with the correct skills, and in the right priority, using a flexible set of routing policies.
    • AGENT LOGIN/LOGOFF
    • CALL QUEUING
    • MULTIPLE CALL DISTRIBUTION POLICIES
    • MUSIC ON HOLD
    • NIGHT SERVICE
    • OUTLOOK CONTACT INTEGRATION
    • OVERFLOW
    • SCREEN POPS
    • STATISTICS
    • SERVICE INTEGRATION
    • QUEUE ESCAPE
    • QUEUE FLUSHING
  • Auto Attendant
  • Guide callers through with self-service applications, using voice or video prompts, in order to identify the appropriate queue or agent.
    • CUSTOMIZABLE MENU OPTIONS
    • DIAL BY EXTENSION
    • DIAL BY NAME
    • HOLIDAY SCHEDULE
    • TRANSFER TO OPERATOR
    • RECORD GREETING REMOTELY
    • RECORD USER NAMES
  • Queuing
  • Ensure that incoming callers never receive a busy signal or no answer, and are greeted with appropriate announcements and hold media (audio or video).
  • Virtual Queues
  • Queues can include agents and supervisors that span multiple locations, allowing employees to work from anywhere.
  • Mobility
  • Integrated BroadWorks mobility features, such as BroadWorks Anywhere and Remote Office, allow agents to receive ACD calls on mobile devices or from alternate locations.
  • Web-based Agent and Supervisor Desktop Clients
  • Provide a next-generation look and feel for call center management, and open up options for when, where and how users manage their customers, agents, and queues.
  • Powerful Reporting Engine
  • Supervisors and Managers can monitor real-time queue and agent activity, and generate in-depth historical data and trends on queues and agents, allowing them to improve performance and ensure calls are handled as efficiently as possible.