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BroadWorks Call Center

  • Minimize costs and maximize resources
  • Manage calls effectively and improve customer service
  • Offer 24x7x365, follow-the-sun customer care

Full-Featured Call Center Solution

Integrated with our BroadWorks platform, CallCenter makes it simple.

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.

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.

Active Calls

On-line Directories

Agent Management

Queued Call Management

‘Break Out’ Directories

Virtual ACD and Virtual Call Center

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

The BroadWorks Call Center solution consists of two main offerings tailored specifically for our SME clients:

Standard - Virtual ACD

Standard - Virtual ACD

ACD/Queuing
Web Agent
ACD State Synchronization
Daily Reports

Premium - Virtual Call Center

Premium - Virtual Call Center

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.

With BroadWorks Call Center:

  • Improve Customer Service
    • Ensure all incoming calls are serviced efficiently under any network condition and at any time.
  • Offer 24x7x365, Follow-the-Sun Customer Care
    • Ubiquitous services with a single number for distributed call center locations.
  • 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.
  • Manage Call Effectively
    • Choose from a range of call distribution policies, including skills-based call distribution.
  • 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.

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
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Supervisor Features:

  • Automatic Call Distributor (ACD)
    • Intelligent call routing and queuing.
  • Enhanced ACD
    • Advanced queuing when call center is not staffed and maximum wrap-up timer settings.
  • Synchronized ACD State
    • Synchronization through the web agent or IP phone interface.
  • 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.
  • 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.
  • Auto Attendant
    • Interactive voice response (IVR) and custom messaging.
  • Agent and Supervisor Clients
    • Intuitive client interface for greater agent productivity and management oversight.
  • Call Center Reporting
    • Preset real-time and historical reports in graphical and tabular form.
  • Monitoring and Recording
    • Pre-integrated, third-party vendor solutions for real-time monitoring and recording of agent calls.
  • BroadWorks Deployment Studio
    • Tools designed to simplify branding, pre-configuration and deployment of the BroadWorks Call Center desktop client.