Blog | Client Login | Contact Us
TOLL FREE : 877-228-6616
Support


Hosted Call Centre Solutions

These features provide a feature-rich Call Center solution built on a carrier-class platform. The rich feature set allows companies to greatly improve customer care, create virtual call centers anywhere and manage and calls effectively and efficiently through a centralized phone number or set of phone numbers.

Our Hosted Call Center Offers A Rich Set Of Features

  • Scalable - Automatic Call Distribution (ACD) groups are defined on the Hosted-Platform. This allows groups that span multiple sites and agents that work in multiple locations to be connected through a single phone number.
  • Affordable - The affordable monthly fee structure of a hosted service allows small and mid-sized organizations to access advanced ACD and reporting capabilities, without the high capital costs of an on-site solution.
  • Flexible - Enterprises can define ACD groups that best utilize their resources, instead of having to define ACD groups around physical locations. You can define skill groups that include agents from any site, or include mobile users in specific ACD groups.
  • Reporting and Monitoring - Our solution supports the reporting needs of any sized environment. These range from basic agent and queue performance statistics viewed via a Web Portal along with daily emailed reports to advanced on-demand reports with real-time monitoring of Call Center Agents and Queues using the desktop clients.
contact uscontact ushave sales callget a free quoterequest a demo

Broad-Connect Virtual Call Centre Benefits:

  • Improves customer service
  • Flexible solution packaging
  • Join Call Centers in the world.
  • Offer 24 x 7 x 365 customer care
  • Manage calls effectively
  • Minimize costs
  • Supports both audio and video for announcements.
  • Centralized IP Recording System to Record/Monitor calls anywhere in the world.

 

Agents Can Take Calls From Anywhere, on Any Device:

Call Center users have access to ACD and queuing functionality, which can be enhanced with the ability to set ACD state (sign-in/out, available/unavailable, wrap-up) through a web portal or their phone, or through a desktop client application that provides integrated call control, click-to-dial, and ACD state management functions.
The Agent and Supervisor clients allow users in higher volume Call Centres to quickly and efficiently manage calls, and manage their availability to receive calls. The ACD feature set includes hunt groups, call queuing (when all users are busy) and no-answer treatments.
Auto Attendants can be used to route callers to the correct group of agents, such as sales or technical support. Enhanced queuing can distribute calls when the Call Center is not staffed as well as wrap-up timer enhanced settings.
Music-On-Hold and Comfort Announcements ensure that callers are provided with a greeting, followed by music or advertisements and periodic comfort announcements in audio or video format.
Therefore, Agents can take the call from the main office, at a satellite office, home, or from mobile handsets.

 

Call Center Agent and Supervisor :

Reporting details can be used to predict staffing requirements to meet forecasted call volumes. Customer satisfaction can be maximized using reports that allow Call Centres to effectively manage their agents and monitor Key Performance Indicators (KPIs) for their queues.
Call Center Agents
The Call Center Agent desktop client enhances their productivity through intuitive interfaces that let agents answer, re-direct and resolve calls more quickly to increase productivity and improve customer satisfaction levels.
Call Center Supervisors
The Supervisor client is able to monitor real-time agent and queue activity, manage incoming calls, and generate in-depth historical reports.

 

For a complete review of our Virtual Call Centre's see our solutions section or contact one of our representatives at 877-228-6616.