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
 

Featured Research
  • Tips and Tools for a Positive Contact Center Environment

    When it comes to stressful environments within the business world, it is no secret that the contact center frequently makes the list of one of the most stressful. This elevated level of stress leads to high agent attrition rates, and thus subsequently additional costs on your business to find, hire and train new employees. more

  • 10 Tips for Scaling Your Contact Center Solution

    You might think that scaling your contact center involves just hiring more agents. While that might be the super simple solution, it isn't necessarily the correct one. As with any other aspect of your business, it is imperative to take the time to figure out what exactly your contact center will need in order to perform at its best. more

  • The 12 Vital Skills of Successful Contact Center Agents

    It's no secret that contact center agents have one of the most demanding jobs around. On a daily basis they are interacting with angry and stressed-out customers and working with them to explain technical details while fulfilling administrative duties. When looking to implement or update a contact center, there are certain practices to avoid and certain practices to make sure to implement if you want your business to find success. more

  • Cloud Contact Center

    Chances are you've thought of investing in a cloud-based contact center, and rest assured you aren't alone. The cloud-based contact center market is predicted to grow at an annual rate of 23.6% from $5.43 billion in 2016 to $15.67 billion by 2021. There are significant advantages to utilizing a cloud-based contact center and these range from cost benefits, functionality, and strategic value. more

  • Contact Center Implementation Best Practices

    Are you looking to add a contact center for your business but not quite sure of how to go about implementing one? You aren't alone, in fact, getting a modern contact center up and running efficiently and effectively is much more difficult than it was even five to ten years ago. more

Related Articles