BroadConnect Telecom, a major player in hosted phone system technology, has launched Contact Center Plus, a solution designed to enhance the contact center experience.
By incorporating core features such as workforce optimization, customer relationship management (CRM), interactive voice response (IVR), and automatic call distribution (ACD), Contact Center Plus is expected to further enhance BroadConnect Telecom's position in the North American hosted telecom space.
Officials with BroadConnect Telecom stated that North American businesses will now have a platform that is unmatched when it comes to customer care and customer acquisition programs.
The new Contact Center solution offers one of the most advanced technological and operational infrastructures available in the marketplace, and the new suite of applications is built to provide high quality monitoring and training for those who purchase the solution.
“Contact Center Plus precisely meets the demands of an ever-changing call center,” said Ravi Prasher, vice president of sales at BroadConnect, in a statement. “This virtual call center platform significantly improves customer feedback through call center surveys, optimized workforce scheduling, and CRM integration significantly reduce operating costs.”
Prasher said that, in addition to adding increased capacity and state-of-the-art hosted technology, this new suite of applications will provide the utmost in ease of use and productivity for all the customers' employees and operations staff.
Back in May of 2013, BroadConnect Telecom had announced that its portfolio of session initiated protocol (SIP) trunking solutions and infrastructure will be the basis for a Microsoft (News - Alert) Lync network environment that allows hosted voice providers to offer unified communications applications to their customers.
After rigourous testing, BroadConnect’s SIP trunking services recently qualified for Lync Server 2013 as meeting Microsoft Unified Communications (News - Alert) Open Interoperability Program (UCOIP) for enterprise telephony, one of only 14 companies worldwide qualified at present.
Edited by Alisen Downey