Broadview Announces OfficeSuite Automatic Call Distribution Platform
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.
"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
center 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
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
"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."