introduction to broadsoft’s hosted call center .pptVIP

Introduction to SimpleSignal’s Call Center Solution Introduction 2 Call Distribution and Queuing is an essential business tool for every business customer, regardless of their size Call Centers get significant advantages from a Hosted service, and Service Providers are uniquely positioned to deliver the service Using BroadWorks to deliver the ACD service offers tight integration with other BroadWorks services, and operational simplicity “The BroadWorks hosted Call Center solution allows us to compete head-to-head with the major premises ACD platforms from Avaya and Cisco, but at a much better price point. “ US Service Provider “The BroadWorks hosted Call Center application is a add-on service that I can sell to almost every one of my business customers.”   --  Nordic Service Provider Market Challenges and Value Proposition Inefficient trunk usage Expensive to operate/maintain Inflexible reporting $ Agents Anywhere Challenges of Premises ACD Systems Enterprise Customers – Lower Costs and Improve Productivity ON-SITE QUEUING Calls are queued in Data Center, so trunks/bandwidth only used when agent is available ACD groups can span locations; Support for home-based agents Easy to use, with on-demand charts and data tables on agents and queues No CapEx. Monthly service, bundled with voice/data service. Advantages of a Hosted Call Center Solution SimpleSignal Call Center Solution Overview BroadWorks Call Center Solution 6 Inbound ACD calls are queued in the Service Provider’s data center Centralize management of calls and services Reduce cost of trunks by queuing calls in carrier’s network ‘Virtual Queues’ can span multiple sites Deliver calls to agents when they are available Agents can be located anywhere Agents can control what device they use Calls Calls Home Agent / Remote Office Branch Office Service Provider Service Provider Single ACD Group Large Call Center AUTO ATTENDANT Messaging Reporting Multiple ACD Groups Calls Calls Home Agent / Remote Office Br