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Features

BroadWorks Call Center

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BroadWorks Call Center by Epik provides an integrated, full-featured solution with all the benefits of the Epik Total Voice (powered by BroadWorks) advanced voice and multimedia applications. This is a hosted Call Center solution with the resiliency of a carrier-class platform, enabling businesses of any size to build a comprehensive, feature-rich call center anywhere in the world—with no hardware, software or upfront capital expenditures.

Call Center 2

Overview

BroadWorks Call Center delivers a comprehensive call center solution that serves the small and medium enterprise (SME) market. Integrated with Epik’s powered by BroadWorks platform, Call Center eases customer adoption and speeds up service rollout—without the burden of customer premises equipment. Contact Epik today to learn more about how to reduce costs and build revenue with BroadWorks Call Center.

Features

Our solution supports individual centers as well as distributed multi-site centers to act as a single virtual call center, regardless of geographic location.

Standard Features

  • ACD/Queuing
  • Web Agent
  • ACD State Synchronization
  • Daily Reports

Premium Features

  • Enhanced ACD/Queuing
  • Call Center Clients
  • Advanced Real-time Reporting
  • Advanced Historical Reporting

Call Center Agent Client

The BroadWorks Call Center Agent client application lets call center agents perform call-control and agent state control functions directly from their desktops for IP phones, analog phones or UC-One Communicator softphones.

Simplified interfaces let call center agents answer, direct and complete calls more quickly to increase productivity and improve the caller’s satisfaction level.

Agent Activity Report

Benefits

  • Improve Customer Service
    Ensure all incoming calls are serviced efficiently under any network condition and at any time.
  • Manage Call Effectively
    Choose from a range of call distribution policies, including skills-based call distribution.
  • Offer 24x7x365, Follow-the-Sun Customer Care
    Ubiquitous services with a single number for distributed call center locations.
  • Create Virtual Call Centers
    Establish call centers anywhere in the world, just with a broadband connection – without additional hardware, PC-resident software, or traditional phone lines.
  • Minimize Costs
    Provide the option for agents to work remotely with access to all call features – offering a smart way to increase staff without renting office space.

Call Center Supervisor

With the BroadWorks Call Center Supervisor client application, supervisors gain superior management capabilities to monitor and record agent calls to determine training gaps and requirements. With the advanced reports available through the BroadWorks Call Center Reporting solution, supervisors can determine appropriate staffing levels to manage costs while still effectively handling busy hours.

  • Agent Monitoring and Supervisor Barge In
  • Supervisor Queue Monitoring and Management
  • Supervisor Dashboard
  • Real Time and Historical Reports

Supervisor Features

  • Automatic Call Distributor (ACD)
    Intelligent call routing and queuing.
  • Auto Attendant
    Interactive voice response (IVR) and custom messaging.
  • Enhanced ACD
    Advanced queuing when call center is not staffed and maximum wrap-up timer settings.
  • Agent and Supervisor Clients
    Intuitive client interface for greater agent productivity and management oversight.
  • Synchronized ACD State
    Synchronization through the web agent or IP phone interface.
  • Call Center Reporting
    Preset real-time and historical reports in graphical and tabular form.
  • On-Hold Music and Comfort Announcement
    Callers are provided with a greeting, followed by music or advertisements and periodic comfort announcements in audio or video format.
  • Monitoring and Recording
    Pre-integrated, third-party vendor solutions for real-time monitoring and recording of agent calls.
  • Unified Front-End Web Portal Provisioning
    Single point of entry for provisioning all BroadWorks services and client applications, including BroadWorks Call Center and BroadWorks Call Center Supervisor.
  • BroadWorks Deployment Studio
    Tools designed to simplify branding, pre-configuration and deployment of the BroadWorks Call Center desktop client.

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