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Call Center Xpress Delivers UC, ACD and Reporting through BroadWorks Platform

October 17, 2012
By Amanda Ciccatelli, TMCnet Web Editor

In the past, enterprise customers seeking to access a broad range of advanced call center features would have to combine several different products from multiple vendors, at multiple premises, all at a high cost.

Now, with BroadSoft’s (News - Alert) newly introduced call center solution Call Center Xpress, telecom providers can deliver a robust, end-to-end and scalable hosted call center solution to enterprises at a significantly lower cost.

Call Center Xpress leverages call center capabilities from BroadSoft, which delivers unified communications (UC) services, automatic call distribution (ACD) and call routing, supervisor and agent client interfaces and reporting through its BroadWorks platform Inference Solutions.

The platform provides interactive voice response (IVR) services as well as CTI (News - Alert) Group, which has call recording and quality management functionality.

"Call Center Xpress extends features and functionality typically reserved for large enterprise call centers, such as voice-enabled IVR services, speech analytics, advanced call center functionality, and UC services, to small businesses and mid-market enterprises," said David Bukovsky, vice president of products at BroadSoft. "As a result, service providers can quickly capitalize on the migration by customers from on-premise platforms to virtual call center infrastructure with an offering that we believe meets current call center needs and introduces new capabilities that can enhance customer experiences and operational efficiency."

Ideal for call center environments, Call Center Xpress delivers the benefits of a hosted architecture such as network-based queuing, geographically dispersed agents and a pay-for-use model; UC services including instant messaging and collaboration tools; operational tools such as interaction intelligence and speech analytics, quality management and reporting tools; and customer interaction features like voice-enabled IVR, self-service and outbound messaging tools.

James Turner, CEO at Inference Solutions, said, "By partnering with BroadSoft on the Call Center Xpress solution, we allow service providers to deliver and capitalize on this market opportunity, addressing new high-revenue call center markets, particularly in the small business and mid-market categories." 

Edited by Braden Becker

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