Broadview Networks, a leading-edge software system powered by Open Support Systems, has announced the availability of its new OfficeSuite Automatic Call Distribution (ACD) and Recording solution in the market.
Company has brought out his new solution to offer call center capabilities for business customers, including advanced call routing, queuing, call recording, out-of-the-box reporting and dashboard functionality. This new solution is featured as a hosted application integrated with OfficeSuite, Broadview’s hosted IP phone solution.
This new solution holds the capacity to deliver the advanced call center features of a PBX (News - Alert) or standalone ACD without the need to invest capital in on-site equipment or intensive IT support and even offers required flexibility capabilities that enable quick and easy prioritization and distribution of incoming business calls, customized hold treatments, and advanced routing options that factor-in call agents’ skills, location, experience, or other parameters, the company said.
“Small and medium-sized businesses need every advantage to stay ahead in the current competitive environment. Many SMB customers don’t think in terms of traditional ACD functionality even though they use it in their everyday business," said Jeff Blackey, senior vice president of marketing for Broadview Networks (News - Alert).
Blackey pointed out that, with Broadview’s OfficeSuite ACD, businesses get a comprehensive and highly flexible suite of enterprise-class incoming call routing options that can help to improve customer satisfaction without any new capital for equipment or additional IT resources. And because their company’s hosted call center solution is part of OfficeSuite, businesses of all sizes have access to all these powerful features that are easy to use and manage. Companies can start with just a few seats and grow as their needs evolve, he added.
One of the amazing features in OfficeSuite’s array is the disaster avoidance system, where users get to receive calls across all locations or by directing traffic to other queues with ease, even in case of extreme weather such as snow, ice storms etc. In addition, remote workers and mobile agents can access the system and handle incoming calls from anywhere – even from their cellular phones.
In other news, Broadview Networks recently won a 2010 INTERNET TELEPHONY award.
Jyothi Shanbhag is a contributing editor for TMCnet. To read more of Jyothi's articles, please visit her columnist page.
Edited by Jennifer Russell