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16 Oct, 2012
Hosted Call Center Solution Leverages Feature-Rich BroadWorks Platform, Market-Leading Call Center Capabilities From Inference Solutions and CTI Group
GAITHERSBURG, MD--(Marketwire - Oct 16, 2012) -
BroadSoft, Inc. (NASDAQ:
BSFT) today announced Call Center Xpress -- a bundled call center solution that enables telecommunications service providers to deliver a feature-rich, end-to-end and fully scalable hosted call center solution to enterprise customers. BroadSoft Call Center Xpress leverages call center capabilities from three market-leading providers: BroadSoft, which delivers Unified Communications (UC) services, Automatic Call Distribution (ACD) and call routing, supervisor and agent client interfaces and reporting through its BroadWorks platform; Inference Solutions, which provides advanced Interactive Voice Response (IVR) services; and CTI Group, which offers robust call recording and quality management functionality. "Call Center Xpress extends features and functionality typically reserved for large enterprise call centers -- such as voice-enabled IVR services, speech analytics, advanced call center functionality, and unified communications services -- to small businesses and mid-market enterprises," said David Bukovsky, vice president products, BroadSoft. "As a result, service providers can quickly capitalize on the migration by customers from on-premise platforms to virtual call center infrastructure with an offering that we believe meets current call center needs and introduces new capabilities that can enhance customer experiences and operational efficiency." BroadSoft Call Center Xpress is ideally suited for all call center environments, delivering the benefits of a hosted architecture, such as network-based queuing, geographically dispersed agents, and a pay-for-use model; Unified Communications services such as instant messaging and presence and collaboration tools; operational tools such as interaction intelligence and speech analytics, quality management, and reporting tools; and popular customer interaction features such as voice-enabled IVR, self-service, and outbound messaging tools. For service providers, BroadSoft Call Center Xpress delivers several key benefits:
GAITHERSBURG, MD--(Marketwire - Oct 16, 2012) -
BroadSoft, Inc. (NASDAQ:
BSFT) today announced Call Center Xpress -- a bundled call center solution that enables telecommunications service providers to deliver a feature-rich, end-to-end and fully scalable hosted call center solution to enterprise customers. BroadSoft Call Center Xpress leverages call center capabilities from three market-leading providers: BroadSoft, which delivers Unified Communications (UC) services, Automatic Call Distribution (ACD) and call routing, supervisor and agent client interfaces and reporting through its BroadWorks platform; Inference Solutions, which provides advanced Interactive Voice Response (IVR) services; and CTI Group, which offers robust call recording and quality management functionality. "Call Center Xpress extends features and functionality typically reserved for large enterprise call centers -- such as voice-enabled IVR services, speech analytics, advanced call center functionality, and unified communications services -- to small businesses and mid-market enterprises," said David Bukovsky, vice president products, BroadSoft. "As a result, service providers can quickly capitalize on the migration by customers from on-premise platforms to virtual call center infrastructure with an offering that we believe meets current call center needs and introduces new capabilities that can enhance customer experiences and operational efficiency." BroadSoft Call Center Xpress is ideally suited for all call center environments, delivering the benefits of a hosted architecture, such as network-based queuing, geographically dispersed agents, and a pay-for-use model; Unified Communications services such as instant messaging and presence and collaboration tools; operational tools such as interaction intelligence and speech analytics, quality management, and reporting tools; and popular customer interaction features such as voice-enabled IVR, self-service, and outbound messaging tools. For service providers, BroadSoft Call Center Xpress delivers several key benefits:
- Price disruptive - service providers can deliver a virtual call center solution with a dramatically lower Total Cost of Ownership (TCO) compared to on-premise solutions
- Carrier friendly - operationally efficient, multi-tenant platforms; white labeled with the service provider's branding; higher margins than reselling Customer Premise Equipment (CPE)
- Scalable - supports enterprises with any ACD or Call Center environment from small workgroups to high-volume call centers with thousands of agents
- On-demand - provides a cost-effective service for call centers that need to handle seasonal spikes in staffing
- Ease of Integration - standards-based interfaces and the open BroadWorks Xtended API enables integration with additional third party applications
