Broadview Networks Intros OfficeSuite ACD and Recording Solution

CHANNEL PARTNERS Broadview Networks (Booth #1501 at the Channel Partners Conference & Expo) today announced the release of its OfficeSuite Automatic Call Distribution (ACD) and Recording solution. 

OfficeSuite ACD is described as a fully featured hosted application integrated with OfficeSuite, Broadviews hosted IP phone solution. Broadview says OfficeSuite ACD provides robust call center capabilities for business customers, including advanced call routing, queuing, call recording, out-of-the-box reporting and dashboard functionality.

OfficeSuite ACD delivers the advanced call center features of a PBX or standalone ACD without the need to invest capital in on-site equipment or intensive IT support. It provides a suite of highly flexible capabilities that enable quick and easy prioritization and distribution of incoming business calls, customized hold treatments, and advanced routing options that factor-in call agents skills, location, experience, or other parameters, the company said.

Small and medium-sized businesses need every advantage to stay ahead in the current competitive environment.  Many SMB customers dont think in terms of traditional ACD functionality even though they use it in their everyday business. With Broadviews 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,” said Jeff Blackey, senior vice president of marketing for Broadview Networks.   

Key among OfficeSuites array of features is a complete disaster avoidance system.  As this winters extreme weather has shown, snow and ice storms repeatedly affected business across a wide swath of the U.S. With OfficeSuite ACD, businesses can continue to operate by receiving calls across all locations or by directing traffic to other queues with ease. In addition, remote workers and mobile agents can access the system and handle incoming calls from anywhere even from their cellular phones.

OfficeSuite ACD features other advanced functionality such as:

  • Skills-based routing Customized call distributions based on agent skills, such as technology expertise, language, experience, etc., or any other business rules or policies
  • Mobility Built-in mobility features that support work-from-home and mobile workforces, including integration of cell phones
  • Reporting Reall-time reporting and call center dashboards
  • Management Tools Applications for call scoring and agent evaluation
  • All of OfficeSuites features, including hot desking and cell phone twinning, allowing agents to access the ACD from any phone

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