BroadConnect Telecom offers call center solutions that are both flexible and affordable.
Our solutions provide a feature-rich Call Center environment 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.
Properly Direct Calls
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.
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.
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
Reporting and Monitoring
Our reporting solutions range from basic agent and queue performance statistics along with daily emailed reports all the way to advanced on-demand reports with real-time monitoring.
Utilizing the Cloud for Hosted Call Center Communications
The cloud provides access to applications and solutions through Internet connections. You get all the features and options of a full call center without the hassle and expense of an on-premise solution. Our call center runs on the BroadConnect Telecom VoIP network.
Flexibility - Using the cloud allows you more flexibility and access to better and more advanced options than ever before. As your requirements grow options can be added.
Advanced Platform - Using the cloud for your call center solutions gives your company an advanced platform that is constantly upgrading.
Custom Solution - We offer a number of options that will help you provide stellar service to your customers through a perfectly tailored solution
Make/Receive Calls Anywhere - Workers can be part of the on-site team or may work from remote locations or from home across the globe.
Hosted Call Centers are an ideal, cost-effective way to improve communications and customer service with a custom-tailored cloud based solution to fit your specific needs today and as you grow in the future.
Benefits of Hosted Call Center Solutions
The call center is a better, more efficient way to conduct business. A call center effectively takes calls in a distributed manner to allow for the best possible solution. There are many benefits to choosing hosted call center solutions for your company’s communication needs.
Make changes to agent configurations to meet current needs
Provide virtual communications for multiple locations and operations
Allows integrated voice and data models
Improved features and technologies
Better, more efficient operations
Cost savings over on-premise solutions
Scalability of services including trunking
Eliminate the need for local support specialists
Excellent reliability and access to 24/7 support
One of the most important advantages is the flexibility that a hosted solution provides. This means improved customer service, better response, and flexible, efficient operations.
BROADCONNECT Hosted Call Center Features
There are a number of features that you can take advantage of when using a hosted call center. Choose from a variety of customized options to meet your specific needs.
Automatic Call Distributor (ACD) : Intelligent call routing and queuing.
Agent and Supervisor Clients : Intuitive interface for greater agent productivity and management oversight.
Enhanced (ACD) : Enhanced queuing when Call Center is not staffed as well as wrap-up timer enhanced settings.
Music On Hold and Comfort Announcement : Callers are provided with a greeting, followed by music or advertisements and periodic comfort announcements in audio or video format.
Call Recording : Record all calls or selected calls.
Reporting and Monitoring : Supports any size environment, ranging from basic agent and queue performance statistics to advanced on-demand reports and real-time monitoring of Call Center Agents and Queues.
Improves customer service : Ensures all incoming calls are serviced efficiently under any network condition at any time.