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bw-callcenter-3

bw-callcenter-3

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Published by: Christian Teo Silva Espinoza on Feb 19, 2014
Copyright:Attribution Non-commercial

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07/20/2015

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9737 Washingtonian Blvd., Suite 350 Gaithersburg, MD 20878  www.broadsoft.com
BroadWorks Call Center Desktop Clients
PRODUCT DATA SHEET
BroadWorks Call Center Desktop Clients
BroadWorks
®
 Call Center desktop clients provide a feature-rich interface for Call Center Agents and Supervisors. Fully integrated with BroadWorks, the clients are designed to support formal Call Center environments, where desktop clients help drive efciency into business processes and improve the user experience for both customers and employees.
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 efciently.Call Center Agents can quickly identify and answer incoming calls, manage their availability, manage active calls and view their perfor-mance 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.
Benets
For the Service Provider:
Branded desktop clients – Extend branding to the end user’s 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:
Efcient call management – Increase rst 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 ofce.
 
PRODUCT DATA SHEET
BroadWorks Call Center Agent – Call Control Toolbar BroadWorks Call Center Supervisor –  Agent/Queue Monitoring TabBroadWorks Call Center Supervisor – Real-time Dashboard Tab

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