Features

Features

Enhanced Call Center

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.

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.

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.

Virtual Queues

Queues can include agents and supervisors that span multiple locations, allowing employees to work from anywhere.

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).

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
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