Broadview Announces OfficeSuite Automatic Call Distribution Platform
The company's OfficeSuite ACD platform offers built-in mobility features supporting work-from-home and mobile workforces.Network-based business communications provider Broadview Networks announced the release of its OfficeSuite Automatic Call Distribution and Recording platform aimed at small and midsize businesses. OfficeSuite ACD is a hosted application integrated with OfficeSuite, Broadview's hosted IP phone solution. OfficeSuite ACD provides call center 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 center 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 prioritization and distribution of incoming business calls, customized hold treatments, and routing options that factor-in call agents' skills, location, experience or other parameters.
OfficeSuite ACD features other functionality such as skills-based routing, which provides customized 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 center 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.
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. 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 centers," 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 center solutions for hosted IP telephony will add value and help differentiate themselves in the crowded and competitive market for voice services."