The CloudM Call Center application driven by BroadWorks® is a comprehensive cloud solution with the advanced functionality required for a broad range of call centres, along with the benefit of full integration with other CloudM/BroadWorks Unified Communications (UC)-enabled services.

A hosted call centre’s value and efficiency dramatically expand when offered with other BroadWorks applications such as IP Voice, Video, Unified Messaging, Conferencing and Mobility. 

Key benefits

Automatic Call Distribution (ACD) – Using sophisticated routing policies, route callers to the right queue, with the right priority, then route them to the next available agent using Skill-based routing

IVR/Auto Attendant – Guide callers through with self-service applications, using voice or video prompts, to identify the best employee or agent

Queuing – Ensure that incoming callers do not receive a busy signal or no answer, and are queued with the appropriate agent or employee – even when mobile

UC Integration – Enable agents to manage any situation quickly with peers and supervisors, with integrated chat, presence, email and conferencing; as well as integration with CRM and other business applications

Support distributed, remote and mobile agents – Virtual pools (ACD groups) of agents can be created that span the globe, ensuring follow-the-sun support with a workforce that can log in from anywhere

Monitoring and Reporting – Ensure a quality experience by monitoring agents, utilizing whisper messages, barge in and emergency escalation when needed, and gain insight into performance with both historical and real-time reporting.