FAQs for Advanced Call Center
Find the answers to commonly asked questions
Advanced Call Center is a full-featured hosted call center for the SMB market that combines the reliability and resiliency of the BluIP Network with a comprehensive call center application. The Advanced Call Center features new Agent and Supervisor functionally along with comprehensive real-time and historical reporting.
BluIP’s Advanced Call Center can be deployed without any additional hardware, software or other upfront capital expenditures of other solutions.
For Advanced Call Center current pricing information, please refer to the BluIP Product Price Catalog which can be viewed and downloaded from the Partner Resource Center (PRC).
No, Advanced Call Center must be purchased with BluIP’s Enterprise Premium and Standard Voice seats.
The following criteria are best candidates to offer Enhanced Call Center to:
- Existing hosted IP PBX and basic call center users
- Small to medium sized businesses (SMBs)
- Companies with multiple geographical locations
- Companies with remote agents or telecommuters
- Companies that leverage existing office space
- Companies that are at the end of their contract for current PBX
With Advanced Call Center, customers have access to advanced reporting tools not included in basic call center solutions, such as agent and queue monitoring, agent escalation, supervisor barge-in, real-time and historical agent and queue utilization reports.
The Supervisor License is required to enable access to the detailed real-time and historical agent and queue reporting features made available by the Advanced Call Center Queue. The Supervisor License combined with an Enterprise Premium Seat provide the advanced reporting, monitoring/barge-in, and Call Control features made available by Advanced Call Center Queue. The Supervisor License does not include the Enterprise Premium and must be ordered separately.
5000 minutes of inbound usage per user and 5000 minutes of outbound usage per user are included. Usage is aggregated across all call center agents and supervisors.
Yes, overage is billed at $0.03 per minute.
The Enhanced Agent License is required to enable the detailed agent statistical reporting and agent status controls made available by the Advanced Call Center Queue. Agents can escalate calls to supervisors and manage their participation in various queues within the call center. Then Enhanced Agent License does not include a hosted Enterprise Seat (Premium or Standard) which must be ordered separately.
Up to 1000 Enhanced Agents and Supervisors can be assigned to a single Enhanced Call Center queue.
A maximum of 1000 unique call queues can be assigned to a single call center group.
Yes, Advanced Call Center can seamlessly be integrated with CRM tools like Broadsoft Unified Connector for Salesforce, NetSuite, SugarCRM, as well as call recording services like BluIP’s Call Record with Smart Interaction Suite service.