BroadConnect Telecom has been providing solutions for contact centres for quite a while now and has developed a reputation for quality, easy set up and only minimal investment risk. Thanks to BroadConnect’s technology, now contact centres can improve upon their infrastructure without having to learn a very complex new system.
Enterprise Class Technology Comes to the Contact Center
Using BroadConnect technology, now companiescan oversee and operate multiple call contact centres through one centralizedsystem. This is a great advantage to outsourced centres, as they will be able to quickly and easily scale in operation whenever there is a centralized change. More importantly, the system allows users to scale up or down, depending on their needs.
Scaling is a Great Advantage
Naturally, this is a major concern as many technology companies have qualms about planning for the future since it’s hard to estimate where technology will be. Of course, the beauty of BroadConnect is that it allows companies of multiple sizes to scale things according to their own pace. The system lets company owners or managers add or remove agents, according to business developments.
Furthermore, BroadConnect’s web technology allows clients to access the system through a web browser directly, on any PC or any web-friendly device, for that matter. Since the operations are very easy to learn, managers can change the number of agents available for customer service within minutes. Why, managers or company owners can even add an agent or move them around between different contact center “groups.”
Customizing Your Experience
The ability to add new agents or subtract them only as needed is a tremendous opportunity for companies that are attempting to control costs by outsourcing. Customers will no doubt have very different requests and so BroadConnect maximizes flexibility. The system allows businesses and contact centers to add and remove functionality as needed. For example, they can change statuses or IVR options by just clicking the mouse. Debit and credit card actions are also easily handled using only a web browser. Flexibility means companies can evolve as rapidly or slowly as they require.
Consistency is Key
IVR, CTI and ACD (via network) allow companyworkers to use the same scripts, messages and databases to conductbusiness. This will help to make customer interactions consistent and reduce misunderstandings and miscommunications, which can be quite costly.
The fact that the company lets agents see “live” changes helps tremendously with keeping the entire contact center operation accurate and standardized. Why, managers can now even monitor staff when they are online. This is ideal for studying performance and for access statistics from live phone calls.
A Boost for Remote Employment
Remote workers are certainly at an advantage with this amazing system, as they will not have the ability to make or receive calls from anywhere in the country or beyond, using only a telephone or web browser. Managers and CEOs will be able to setup new users easily and offer remote work for a reduced cost. The integrated, highly flexible and centralized system will allow easy management of agents, to the point where it is a virtual office staff, with little or no room for unmonitored performance.
Disaster Recovery and Maintenance Reduction
Lastly, consider the advantages in cloud-based disaster recovery (meaning permanent and continual backups of information) as well as lower maintenance cost. Perhaps what’s most amazing about the system is that it is remotely based and there is no physical hardware or installable software to worry about. Customers pay only for what they use. Goodbye huge investment costs and ongoing maintenance fees.
The business model of pay-as-you-go contact center telephony is bound to revolutionize how we conduct remote business and customer service! For more information or to speak to an account manager please visit our websites at: