Contact Center Solutions Featured Article

October 16, 2012

BroadSoft Works with Inference Solutions and CTI Group for Call Center Xpress

By Rory Lidstone

TMCnet Contributing Writer

BroadSoft (News - Alert), a provider of software and services that enable service providers to offer unified communications over an IP network, today announced Call Center Xpress, a bundled call center solution which enables telecommunications provider to deliver a complete, fully scalable hosted call center solution to enterprise customers. This solution delivers call center capabilities from two providers aside from BroadSoft: Inference Solutions and CTI (News - Alert) Group.

BroadSoft contributes its unified communications services, call routing and automatic call distribution, among other services, with its BroadWorks platform; Inference provides interactive voice response services; and CTI Group (News - Alert) contributes call recording and quality management functionality.

"Call Center Xpress extends features and functionality typically reserved for large enterprise call centers — such as voice-enabled IVR services, speech analytics, advanced call center functionality, and unified communications services — to small businesses and mid-market enterprises," said David Bukovsky, vice president products, BroadSoft.

"As a result, service providers can quickly capitalize on the migration by customers from on-premise platforms to virtual call center infrastructure with an offering that we believe meets current call center needs and introduces new capabilities that can enhance customer experiences and operational efficiency," he added.

Best suited for call center environments, Call Center Xpress boasts the benefits of hosted architecture — network-based queuing, geographically dispersed agents, a pay-for-use model — while also offering several other key benefits.

CCX allows service providers to deliver a virtual call center solution with a low total cost of ownership compared to on-premise solutions, while being carrier friendly. Lastly, it is scalable, supporting enterprises with any call center environment from smaller workgroups to high-volume call centers.

"Businesses of all sizes see tremendous benefit in being able to purchase a broad suite of hosted communications services from a single, trusted provider," said James Turner, CEO, Inference Solutions.

Recently, BroadSoft president and CEO Michael Tessler delivered a keynote address at ITEXPO (News - Alert) Austin 2012, which is available to view here.

Edited by Brooke Neuman

Related Contact Center Solutions Articles

Indosoft Boosts Q-Suite ACD's Ability to Retain Calls in the Event of Server Faults

If you run a mission-critical call center and one of your servers goes down, so you risk dropping that very important call? Given the number of serious storms that have battered the U.S. in recent years, more and more call centers might be said to be mission-critical: emergency services call centers, utility customer support, 411 information call centers and insurance companies are just some of the organizations that get busy under high-pressure circumstances. [ Read More ]
05/23/2013

How to Really Improve Customer Experiences, REALLY!

In the last several weeks as a result of the Interactive Intelligence Interactions 13 event, and a variety of industry developments, I have been exposed to not just to the latest and greatest in contact center solutions. It has also been my good fortune to interact with some very knowledgeable people from across the broad spectrum of community stakeholders-customers, resellers, channel partners, industry analysts-literally from all over the world. What they all have in common is an intense focus… [ Read More ]
05/23/2013

iPhonik to Open Sri Lanka Contact Center for Asian Alliance Insurance

iPhonik has signed a deal to open a contact center in Sri Lanka for Asian Alliance Insurance (AAI) which will now employ local Sri Lankan agents. [ Read More ]
05/23/2013

LiveOps selected in AlwaysOn OnDemand Top 100 list

LiveOps, Inc announced it has selected AlwaysOn, a business media brand connecting and informing the entrepreneurial community, in its list of AlwaysOn OnDemand Top 100 Private Companies for the third year in a row. [ Read More ]
05/23/2013

[ View all Contact Center Solutions Articles ]

Contact Center Solutions Glossary of Terms

A B C D E F G H I J K L M N O

Featured Whitepaper

Microsoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrierâ€free Customer Experience To implement contact center functionality, organizations using Microsoft Lync Server 2010 can follow the unified communications blueprint of open standards interoperability and integrate to a contact center solution of their choice. Customer Interaction Center (CIC) from Interactive Intelligence is a proven best of breed contact center solution that merits consideration ...

Featured Success Story

Interactive Intelligence all-in-one IP communications software suite integrated with Microsoft Lync helps Bentley save $200,000 annually.

Featured Product Demo

Contact Center Solutions Interaction Analyzer™

Interaction Analyzer™
Real-time word and phrase spotting. Alerting. Analytics. Scoring. Coaching. Watch how Interaction Analyzer turns every moment, of every past and present call, into data that lets you deliver an exceptional customer experience.