Call Center On Demand Featured Articles

BroadSoft Releases Call Center Xpress

October 17, 2012

By Anil Sharma,
TMCnet Contributor

BroadSoft (News - Alert), a global provider of software that enables mobile, fixed-line and cable service providers to deliver real-time communications over their IP networks, has released Call Center Xpress, a bundled call center solution that enables telecommunications service providers to deliver a feature-rich, end-to-end, and fully scalable hosted call center solution to enterprise customers.

Officials with BroadSoft said that Call Center Xpress leverages call center capabilities from BroadSoft, which delivers unified communications (UC) services, automatic call distribution (ACD) and call routing, supervisor and agent client interfaces and reporting through its BroadWorks platform; Inference Solutions, which provides advanced interactive voice response (IVR) services; and CTI (News - Alert) Group, which offers robust call recording and quality management functionality.

"Call Center Xpress extends features and functionality typically reserved for large enterprise call centers, such as voice-enabled IVR services, speech analytics, advanced call center functionality, and unified communications services, to small businesses and mid-market enterprises," said David Bukovsky, vice president of products at BroadSoft, in a statement.

Bukovsky said that as a result, service providers can quickly capitalize on the migration by customers from on-premise platforms to virtual call center infrastructure with an offering that the company believes meets current call center needs and introduces new capabilities that can enhance customer experiences and operational efficiency.

Company officials pointed out that BroadSoft Call Center Xpress is ideally suited for all call center environments, delivering the benefits of a hosted architecture, such as network-based queuing, geographically dispersed agents, and a pay-for-use model; unified communications services such as instant messaging and presence and collaboration tools; operational tools such as interaction intelligence and speech analytics, quality management, and reporting tools; and customer interaction features such as voice-enabled IVR, self-service, and outbound messaging tools.

"Businesses of all sizes see tremendous benefit in being able to purchase a broad suite of hosted communications services from a single, trusted provider," said James Turner, CEO of Inference Solutions.

"By partnering with BroadSoft on the Call Center Xpress solution, we allow service providers to deliver and capitalize on this market opportunity, addressing new high-revenue call center markets, particularly in the small business and mid-market categories," said Turner.