Broadview Networks (News - Alert) is well-known for its business VoIP services, but the company also offers utilities that make customer service operations more manageable. Within its popular OfficeSuite platform, the company offers an automated call distribution (ACD) utility designed to untangle incoming communications and make them easier to direct amongst your staff. The result is a more effective way of connecting with customers and ensuring that agents are providing top-notch service.

According to Broadview Networks product manager, Rob Marschall, “Any business that has a call center needs to be able to queue up incoming calls; they need to distribute those calls to the right personnel based on the skills of the personnel, and the availability of that personnel, and they need to be able to create custom hold announcements so folks in queue know they’re in line.” 

That’s exactly what Broadview Networks’ ACD utility provides to customers.

Not only does the ACD know where a call should go as it comes in, it can also be programmed to give additional time after a call for agents to perform follow-up tasks. ACDs can also be used to produce metric reports that give supervisors a granular view of what’s happening to calls once they get through to call centers. Abandonment rate, customer satisfaction, and shrinkage rates can all be exported to reports that grant supervisors actionable intelligence on the way their call center is running.

Last but not least, Broadview Networks’ ACD is hosted, which makes for a decrease in startup cost and the flexibility to scale as needed.

“Another benefit that may not be readily apparent is disaster avoidance,” Marschall continued. “Because it’s hosted in the cloud you can have the ACD span multiple sites, you don’t need to have all of your agents based on premises. With a cloud solution, an agent can be at the main office or be working from their home, because it’s fully integrated with OfficeSuite, our ACD can span multiple sites. From a disaster recovery aspect, if something happened to the location, the agents are basically virtualized so they can work from anywhere. You can send people home and with a softphone client they’d still be able to use the ACD as normal.”

OfficeSuite’s ACD enables you to service more callers with greater efficiency without relying on voicemail. It helps increase customer satisfaction and can create organizational efficiencies by ensuring your customers speak to the right person, every time. While Broadview Networks may be a name commonly associated with business VoIP services, there’s no doubt its customer service wing is just as capable of providing adopters quick ROI.

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