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Benefits
For the Service Provider: Branded desktop clients Extend branding to the end users desktop. Address new market segments Expand market share by addressing the unique needs of formal Call Centers. Fast ROI Supports a web-based deployment model, reducing the cost of deploying the high-margin service. For the Enterprise Customer: Efficient call management Increase first call resolution since agents can quickly engage appropriate resources via online directories and escalation keys. Real-time and historical monitoring of Key Performance Indicators (KPIs) Provides rich set of information and metrics to manage agents and queues. Remote monitoring of call centers Supervisors can monitor real-time metrics from any location, including their home office.
Overview
The BroadWorks Call Center client is designed to provide the information, resources, and tools to help Call Center Agents and Supervisors perform their functions easily and efficiently. Call Center Agents can quickly identify and answer incoming calls, manage their availability, manage active calls and view their performance history. Call Center Supervisors can manage their assigned agents and queues, including monitoring real-time agent and queue activity, managing/redirecting queued calls and running detailed historical reports on agent and queue performance.
BroadWorks Call Center Agent Call Control Toolbar BroadWorks Call Center Supervisor Agent/Queue Monitoring Tab
Gaithersburg, MD 20878
www.broadsoft.com
Online Directories Enterprise/Group directories, Speed Dials, Personal Directories, Call History Outlook Directory Integration Click to Dial from any Directory Agent Options Set post call wrap-up time Enable Do Not Disturb and Call Waiting Enable Auto-Answer
Manage Queue Settings Manually enable Night Service and Forced Forwarding
Gaithersburg, MD 20878
www.broadsoft.com