VoIP Call Center

VoIP Call Center Provider BroadSoft Unveils Call Center Xpress

By Rajani Baburajan TMCnet Contributor

With call centers becoming crucial in today’s communications, innovative technologies like VoIP are continuing to gain popularity in this space. VoIP call centers power multiple capabilities including outbound dialer long distance services, an extremely stable network and a cost-effective and reliable service.

In one of the latest developments in the industry, BroadSoft, a provider of VoIP-based communications solutions, in partnership with Inference Solutions and CTI Group (News - Alert), has unveiled an advanced hosted call center solution called Call Center Xpress.

Based on BroadWorks platform, the new offering seamlessly integrates call center capabilities from Inference Solutions and CTI Group. Inference Solutions provides advanced interactive voice response (IVR) services while CTI Group offers robust call recording and quality management functionality. BroadWorks platform, meanwhile, provides unified communications (UC) services, automatic call distribution (ACD) and call routing, supervisor and agent client interfaces and reporting.

BroadSoft (News - Alert) Call Center Xpress powers functions of a hosted architecture, such as network-based queuing, geographically dispersed agents, and a pay-for-use model. The VoIP call center solution also includes unified communications services such as instant messaging and presence and collaboration tools.

Additionally, Call Center Xpress provides operational tools such as interaction intelligence and speech analytics, quality management, and reporting tools; and popular customer interaction features such as voice-enabled IVR, self-service, and outbound messaging tools. 

“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 unified communications services – to small businesses and mid-market enterprises," said David Bukovsky, vice president of Products, BroadSoft, in a statement.

"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," Bukovsky added.

Contact centers benefit highly from a VoIP-based product by seeing a dramatically lower total cost of ownership (TCO) when compared to on-premises solutions, improved scalability and flexibility and overall much better call quality.  

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