Broadview Adds Mobility To Call Distribution Platform

Network-based business communications provider Broadview Networks announced the release of its OfficeSuite Automatic Call Distribution (ACD) and Recording platform aimed at small to medium-sized businesses (SMBs). OfficeSuite ACD is a hosted application integrated with OfficeSuite, Broadview’s hosted IP phone solution. OfficeSuite ACD provides call centre capabilities for business customers, including advanced call routing, queuing, call recording, out-of-the-box reporting and dashboard functionality.

The platform is designed to deliver the call centre features of a PBX or stand-alone ACD without the need to invest capital in on-site equipment or IT support. It provides a suite of flexible capabilities that help enable prioritisation and distribution of incoming business calls, customised hold treatments, and routing options that factor-in call agents’ skills, location, experience, or other parameters.

Skills-based routing

OfficeSuite ACD features other functionality such as skills-based routing, which provides customised call distributions based on agent skills, such as technology expertise, language, experience or any other business rules or policies, built-in mobility features that support work-from-home and mobile workforces, including integration of cell phones, real-time reporting and call centre dashboards, applications for call scoring and agent evaluation and all of OfficeSuite’s features, including hot desking and cell phone twinning, allowing agents to access the ACD from any phone.

“SMBs need every advantage to stay ahead in the current competitive environment. Many SMB customers don’t think in terms of traditional ACD functionality even though they use it in their everyday business,” said Jeff Blackey, senior vice president of marketing for Broadview Networks.

“With OfficeSuite ACD, businesses get a comprehensive and highly flexible suite of enterprise-class incoming call routing options that can help to improve customer satisfaction without any new capital for equipment or additional IT resources. And because our hosted call centre solution is part of OfficeSuite, businesses of all sizes have access to all these powerful features that are easy to use and manage. Companies can start with just a few seats and grow as their needs evolve.”

Key among OfficeSuite’s array of features is a disaster avoidance system. With OfficeSuite ACD, businesses can continue to operate by receiving calls across all locations or by directing traffic to other queues.

Remote working

In addition, remote workers and mobile agents can access the system and handle incoming calls from anywhere – even from their cellular phones. By using a PC or other Internet-connected device, administrators can log on to the OfficeSuite ACD portal to view reports, listen to recorded calls, make real-time routing changes, update or record new on hold messages, evaluate calls, or design new queues.

“Automatic Call Distribution systems are becoming a must-have for SMBs as businesses move to adopt hosted contact centres,” said Diane Myers, directing analyst for VoIP and IMS at Infonetics, a technology industry research firm. “Service providers that incorporate highly capable feature sets into their contact centre solutions for hosted IP telephony will add value and help differentiate themselves in the crowded and competitive market for voice services.”