The BroadWorks Call Center application enables service providers to offer a cloud-based call center solution to their customers. It provides advanced call center capabilities like intelligent call routing, web-based agent and supervisor clients, and comprehensive reporting. Service providers can leverage BroadWorks' functionality and integrate third party applications. The solution allows supervisors to monitor agent and queue activity in real-time and analyze performance reports to optimize call center efficiency.

1. DATA SHEET BroadWorks Call Center
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2. BroadWorks Call Center
BroadWorks Call Center
The BroadWorks Call Center application enables service
providers to take advantage of the growing market demand Supervisors and managers can quickly access the data
for hosted call center solutions. Unlike existing on-premise
call center capabilities that are sometimes hosted and
managed by the service provider, BroadWorks Call Center is
a purpose–built cloud-based solution. Offered on a standard,
compliant, multi-tenant platform, BroadWorks Call Center
provides advanced call center capabilities that leverage all of
the BroadWorks’ functionality.
BroadWorks Call Center Overview
BroadWorks Call Center is an important component of
BroadWorks’ Unified Communications, designed specifically
to meet the performance and reliability standards of service
providers.
The fully integrated call center application enables the rapid
delivery of full-featured hosted call centers, meeting the necessary to analyze and ultimately modify call center
needs of the most sophisticated enterprise customers and operations as necessary to reach optimal efficiency.
providing new revenue generating services for the service
provider. Core call center functions include intelligent routing Call Center Web-based Clients
and distribution; web-based agent and supervisor clients;
and comprehensive reporting capabilities. The optional web-based clients provide a feature-rich, easy-
to-use interface that allows calls to be handled more
The open, standards-based architecture supports application efficiently, particularly in high volume call center
programming interfaces (APIs), allowing service providers to environments. Agents can quickly identify and answer
take advantage of BroadWorks® for the core call center incoming calls, manage active calls, manage their personal
functionality and use technology partners of their choice to availability and view their performance history. Supervisors
complement and extend the solution. Alternatively, the can use the client to monitor agent and queue activity in real-
service provider may choose to use applications from time, manage active and queued calls and run real-time and
leading third party vendors which are pre-integrated with historical reports on agent and queue performance.
BroadWorks Call Center.
Call Center Reporting
The BroadWorks Call Center solution provides a
comprehensive set of in-depth, real-time and historical data
on agent and queue activity, utilization and performance.
Accessible on-demand via the web-based client or as
scheduled reports delivered via email – it provides a broad
set of reports to help maximize the performance and
efficiency of call centers. BroadWorks also provides the
option for creating custom reports to support the unique
business process and monitoring requirements of many call
centers.
BroadWorks Call Center Supervisor main interface
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3. BroadWorks Call Center
Key Features
The BroadWorks Call Center application enables service
providers to capture new business and retain that business,
• Automatic Call Distribution (ACD) – Quickly
by differentiating their hosted service offerings with a
route callers to the appropriate agent with the solution that provides quantifiable value to the customer.
correct skills and in the right priority, using a flexible Offering a comprehensive and sophisticated feature set, the
set of routing policies BroadWorks Call Center solution can be tailored to fit the
• Queuing – Ensure that incoming callers never needs of any opportunity - from large and distributed formal
call centers to smaller in-house customer service centers.
receive a busy signal or no answer, and are
greeted with appropriate announcements and hold
media (audio or video)
• Virtual Queues – Queues can include agents
and supervisors that span multiple locations,
allowing employees to work from anywhere
• Web-based Agent & Supervisor Desk Clients
– Provide a next-generation look and feel for call
center management and options for when, where
and how users manage their customers, agents
and queues
• Powerful Reporting Engine – Supervisors and
Managers can monitor real-time queue and agent
activity, as well as generate in-depth historical data
and trends on queues and agents, allowing them to
improve performance and ensure that calls are
handled efficiently
• IVR/Auto Attendant – Guide callers through
with self service applications, using voice or video
prompts to identify the appropriate queue or agent
Agent activity report
Summary
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