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BroadSoft Improves BroadWorks Call Center Offering


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September 14, 2011

BroadSoft Improves BroadWorks Call Center Offering

By Raju Shanbhag, TMCnet Contributor

Offering improved reporting and new web-based interfaces, BroadSoft (News - Alert) has announced enhancements to its BroadWorks Call Center solution.

The BroadWorks VoIP communications application server enables service providers to offer a comprehensive portfolio of business and consumer communications applications and value added applications from a common network platform.

From a small informal workgroup or individual that needs basic call distribution, queuing, and simple reporting, to advanced distributed, wholesale and in-house call centers, the BroadWorks Call Center solution now supports all call center environments. With the use of new pre-configured, scheduled and customizable reports, the recent enhancements offer broader real-time and historical performance metric capture enables call center supervisors to optimize their local or global workforce.

“By strengthening our carrier-grade call center capabilities, communications service providers can add greater value to their existing customers and seamlessly enter new call center markets," said David Bukovsky, vice president products, BroadSoft. "We believe that call centers with globally dispersed staff can achieve significant cost savings and operational efficiency by transitioning from on-premise legacy systems to a hosted call center offering.”

The new enhancements also offer redesigned, user-friendly web interfaces which enable agents to more efficiently handle calls and improve a supervisor's ability to monitor local and remote activity in order to effectively manage their call center to ensure high customer satisfaction. BroadSoft's hosted call center solution extends several benefits to enterprises, including: cost savings, efficient supervision of a virtual workforce, operational flexibility, business continuity, and new service integration, according to a release.

Recently, the company announced that it will acquire all outstanding shares of Phoenix, Ariz.-based iLinc Communications, a provider of Web conferencing services for global businesses, governments and educational institutions, in an all-cash transaction.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place NOW, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju’s articles, please visit his columnist page.

Edited by John Lahtinen

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