New SMB Automatic Call Distribution from Broadview

By Sheila Shanker
Updated: April 01, 2011

New SMB Automatic Call Distribution from Broadview

Broadview Networks recently launched its OfficeSuite Automatic Call Distribution (ACD) and Recording solution, an advanced system specifically for busy call centers. This system is hosted offsite with many benefits to firms, including significant savings in equipment, maintenance and IT support.

The OfficeSuite utilizes the Internet to provide strong call enter functionalities, such as:

  • Advanced call routing that considers agent’s skills, location, experience and other attributes.
  • Queuing
  • Call recording
  • Out-of-box reporting
  • Dashboard
  • Quick and easy prioritization and distributions of calls
  • Customized hold

This system is so affordable, that small and medium-sized businesses can use it to improve customer service and increase their competitive edge in this tough economy. You can start with a few chairs and add to it as your business grows.

An important feature of the ACD is its complete disaster avoidance system, which allows for full communications in spite of extreme weather conditions. Another interesting feature is remote access  -- you can access the system and handle incoming calls from your cellular phone and other places, a major plus for remote workers and outside agents.

System administration is simple with an ACD portal that lets you to view reports, listen to messages, make real-time changes to queues and routings. If you want to know how an agent is performing, you can get call scoring and evaluations easily.

To learn more about this system, you can contact Broadview Networks at www.broadviewnet.com/acd
 

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