BroadSoft, 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 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 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 Austin 2012, which is available to view here.