Broadvoice Adds Contact Center Capabilities to Portfolio

Broadvoice has added contact center capabilities to its PBX portfolio.

The cloud-based contact center platform, powered by Five9, allows inbound and outbound calling, supports multichannel approaches that incorporate mobile, social, email and chat channels, and can be used in blended environments that may use a mix of outbound, inbound and multichannel communications.

Software perks include the Smart Dialer, which give reps more time with live prospects, Intelligent Routing to get calls to the right rep, and the On Screen Caller Info that puts customer information at reps’ fingertips. Also, all interactions are automatically logged into customers’ CRM systems, and a raft of reporting capabilities allow organizations to better monitor and manage their teams. Overall, the platform can boost team productivity by up to 300 percent, the company said.

“We could not be more excited to go live with our contact center solution,” said Jim Murphy, CEO, Broadvoice. “Contact center solutions are something that our channel partners and end users alike are demanding, and we knew that adding this to our portfolio would enhance opportunities for our partners to tap more value-added sales.”

Broadvoice also has invested in extensive integration that allows its on-premise PBX offering and the cloud-based contact center platform to interconnect and effectively talk to each other. As a result, contact center users can transfer a call to a PBX user seamlessly, and vice versa. And, the interconnection allows all inbound and outbound traffic to be routed over the Broadvoice network, so that end users can take advantage of low international rates and other on-network benefits.

“This integration with Five9 allows our channel partners to sell both cloud services and the PBX together on the same bill,” said George Mitsopoulos, COO, Broadvoice. “This launch represents just one more way that Broadvoice gives our partners the tools and resources they need to solve their customers’ business challenges and grow their own opportunities at the same time.”