Close
  • Latest News
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
Read Down
Sign in
Close
Welcome!Log into your account
Forgot your password?
Read Down
Password recovery
Recover your password
Close
Search
Logo
Logo
  • Latest News
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
More
    Home Latest News
    • Mobile
    • Networking
    • Small Business

    Broadview Announces OfficeSuite Automatic Call Distribution Platform

    By
    Nathan Eddy
    -
    March 17, 2011
    Share
    Facebook
    Twitter
    Linkedin

      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 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. 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.”

      Nathan Eddy
      A graduate of Northwestern University's Medill School of Journalism, Nathan was perviously the editor of gaming industry newsletter FierceGameBiz and has written for various consumer and tech publications including Popular Mechanics, Popular Science, CRN, and The Times of London. Currently based in Berlin, he released his first documentary film, The Absent Column, in 2013.

      MOST POPULAR ARTICLES

      Cybersecurity

      Visa’s Michael Jabbara on Cybersecurity and Digital...

      James Maguire - May 17, 2022 0
      I spoke with Michael Jabbara, VP and Global Head of Fraud Services at Visa, about the cybersecurity technology used to ensure the safe transfer...
      Read more
      Cloud

      Yotascale CEO Asim Razzaq on Controlling Multicloud...

      James Maguire - May 5, 2022 0
      Asim Razzaq, CEO of Yotascale, provides guidance on understanding—and containing—the complex cost structure of multicloud computing. Among the topics we covered:  As you survey the...
      Read more
      Big Data and Analytics

      GoodData CEO Roman Stanek on Business Intelligence...

      James Maguire - May 4, 2022 0
      I spoke with Roman Stanek, CEO of GoodData, about business intelligence, data as a service, and the frustration that many executives have with data...
      Read more
      Applications

      Cisco’s Thimaya Subaiya on Customer Experience in...

      James Maguire - May 10, 2022 0
      I spoke with Thimaya Subaiya, SVP and GM of Global Customer Experience at Cisco, about the factors that create good customer experience – and...
      Read more
      IT Management

      Intuit’s Nhung Ho on AI for the...

      James Maguire - May 13, 2022 0
      I spoke with Nhung Ho, Vice President of AI at Intuit, about adoption of AI in the small and medium-sized business market, and how...
      Read more
      Logo

      eWeek has the latest technology news and analysis, buying guides, and product reviews for IT professionals and technology buyers. The site’s focus is on innovative solutions and covering in-depth technical content. eWeek stays on the cutting edge of technology news and IT trends through interviews and expert analysis. Gain insight from top innovators and thought leaders in the fields of IT, business, enterprise software, startups, and more.

      Facebook
      Linkedin
      RSS
      Twitter
      Youtube

      Advertisers

      Advertise with TechnologyAdvice on eWeek and our other IT-focused platforms.

      Advertise with Us

      Menu

      • About eWeek
      • Subscribe to our Newsletter
      • Latest News

      Our Brands

      • Privacy Policy
      • Terms
      • About
      • Contact
      • Advertise
      • Sitemap
      • California – Do Not Sell My Information

      Property of TechnologyAdvice.
      © 2021 TechnologyAdvice. All Rights Reserved

      Advertiser Disclosure: Some of the products that appear on this site are from companies from which TechnologyAdvice receives compensation. This compensation may impact how and where products appear on this site including, for example, the order in which they appear. TechnologyAdvice does not include all companies or all types of products available in the marketplace.

      ×