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Hosted PBX Provider Announces New Features

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Hosted PBX Provider Announces New Features

 
November 12, 2014

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  By Maurice Nagle, TMCnet Web Editor
 


Call centers are integral customer experience hubs for enterprises of all kinds. Whether the call center receives 50 or 2,000 calls per day it is vital that representatives are trained to engage customers in a professional and courteous manner. The flip side of that coin is management’s responsibility to give customer experience reps all the tools needed to deliver exceptional service.


Broadvoice is aiding call center reps with its recent release of new advanced call center features to its hosted PBX phone service. There are three new features to be exact: Monitor, Whisper and Barge.

Monitor, is exactly as it sounds. The monitor feature offers management the ability to silently listen to customer experience reps in action. If while listening to the call, the manager thinks there is something the rep could or should say the new whisper feature comes into play. It allows management to speak directly to a rep while they are on a call, giving suggestions or input for the conversation without the customer hearing.

Last, but certainly not least is the barge feature. I feel as though it is fair to say that we all have been on the phone with a company at some point when the representative was simply not cutting the mustard, and their great wall of company line responses are, for lack of a better word, enraging—this is when we “calmly” ask for a manager. Before the conversation reaches DEFCON 1, the barge feature allows for a supervisor to jump in and speak with all parties on the call. They can simply join the conversation and hopefully quell the issue at hand.

"Our nimble nature allows Broadvoice to quickly meet the changing needs of our customers. We listen to our clients and keep our finger on the pulse of what is happening in our industry. Then, our development team and engineers work diligently to roll the features out, tested and ready to go. But most importantly, we continue to develop cutting-edge technology while maintaining competitive pricing," said Shawn Jones, vice president of business sales at Broadvoice, in a statement.

Having worked in call centers and been the disgruntled caller I must say that an innovation like this could have certainly eased some tense phone calls—on both ends. This release is a shining example of some of the features a hosted PBX (News - Alert) system can provide, aside from being cost friendly, scalable and saving on storage space.




Edited by Stefania Viscusi
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