About Broadsoft
Since 1998, BroadSoft has been on the forefront of VoIP innovation and is now the proven market leader in the cloud PBX / Unified Communications space. With 41% market share our carrier-grade application software is used today by 25 out of the top 30 largest global service providers, who depend on it to migrate from legacy switching infrastructure to mobile-ready cloud architectures that offers the latest in advanced communications services.
As new Over the Top (OTT) players and IT vendors enter the market at a rapid rate, transformation to the cloud is essential for any service provider who wants to remain competitive.
In order to protect your market share and maintain margins, you need a partner you can trust that lets you deploy the most advanced business communication services – quickly.
Deployed over multiple, industry-standard functional servers for optimized performance and scale. Their standards-based software allows service providers to implement an a scalable and cost-effective solution that integrates into their overall back office and business processes for billing, provisioning, operations and support. The open environment also enables providers and third-party service developers to rapidly introduce new services and launch new applications.
Broadworks ICS analysis features
Overview of ICS Modules
Features and Benefits
iCS Insight is a business productivity tool to help customer-facing teams with SLAs/commitments monitor inbound and outbound calls:
intuitive pre-configured dashboards,
wallboards and ‘live tiles’
● Access key business metrics on any
computer or mobile deviceiCS Report delivers enhanced level reporting
and dashboards, delivering iCS Insight features
plus:
● An extensive reports catalogue
● Customisable dashboards & reports
● DDI reporting
● Executive summary
● Report scheduling
monitoring and performance evaluation:
● Access your own hosted call recording or
choose iCS Record via a delivery controller
● Search and playback call recordings
● Evaluate and flag call recordings
iCS Record delivers call recording, quality
● Access your own hosted call recording or
choose iCS Record via a delivery controller
● Search and playback call recordings
● Evaluate and flag call recordings
Why Choose iCS Report Premier?
● Manage customer facing teams in real-time
● Optimise staff resources
● Monitor ACD group analytics
● Access enhanced reporting for
supervisors
Why Clients Record Call?
● Monitor call quality and staff performance
● Resolve “who said what” disputes
● Protect staff from abuse
● Train staff on call handling techniques to
improve performance
● Rescue defecting customers
● Reveal customer service workflow issues
● Regulatory compliance
iCall Suite USP’s
The solution provides unique features including:
● Calls which are answered by an auto-attendant before a caller hangs up are considered to be
MISSED calls, unlike in competitive products.
● Reporting on the groups that are selected via automated menu options
● Unrivalled accuracy when tracking and reporting on calls throughout the business (the call’s ‘audit
trail’)
● Agent-based analytics based on the number of calls handled for specific call distribution groups
● How much time is spent by which agents speaking to whom?
● How many calls bounce from one agent to another?
● Absent message reporting – empower the agent or enforce policy
● Analysis of agent availability based on reason codes.
BroadWorks business applications
Don’t have a big budget or tons of time? Need a small business phone system that lets you keep up with today’s fast paced and mobile environment? Looking to improve business performance with better communications tools for both employees and customers, yet still control costs as you grow? Ready to access sophisticated features normally reserved for big budgets?
There’s no question that the cloud represents the future for business critical applications. Succeeding in this new world of cloud business services requires an infrastructure and service delivery platform that provides a dynamic, flexible, agile, and scalable environment. BroadWorks addresses these requirements with a software platform that supports hardware and OS-agnostic cloud architecture. BroadWorks operates in IMS and next generation network configurations, delivering services over traditional wireline, mobile (2G, 3G, VoLTE, WiFi), wireless and cable networks.
BroadSoft BroadWorks delivers communication solutions that integrate video, fax, voice and email for businesses and consumers worldwide. Companies benefit through:
Communications being delivered in a single instance. That removes the complexity and redundancy of multiple PBXs Integration with IT Applications like Microsoft Outlook/Lync, IBM Sametime, Salesforce CRM, Google Apps. The extension of PBX features to mobile devices, independent of the network (BroadWorks Anywhere).
Delivered as a hosted service through BroadSoft service provider customers, the integration of IP Office Live’s services with BroadWorks’ application platform provides you with a complete and cost-effective communications solution.
BroadWorks provides user services, administrative features, and media-based functionality
- Call Control
- Multimedia Networking
- Messaging
- Regulatory
- Call Centers
- Conferencing
- Mobility
BroadWorks system functionality is distributed across multiple servers for optimized performance and to meet IMS specifications. The system provides a complete communications solution via its three primary server components: the BroadWorks application Server, which provides call processing, personal and group services, and service management; the BroadWorks Element Management System, which provides alarm proxy and software management, and the Media Resource Function (MRF), which provides audio transcoding, media mixing, and media broadcast.
In addition to the three servers (Application Server, MRF, and EMS) that make up the BroadWorks core IMS components shown above, additional BroadWorks server types are available. The BroadWorks Conferencing Server, Web Server, Call Detail Server, and Network Server are combined with the Application Server to make up the Application Server Complex.
With an immense amount of different features Broadsoft BroadWorks can offer a solution to almost any problem that you can come across in terms of telephony applications. Broadworks has incredibly user friendly and familiar interface applications along with a expert support network at IP Office Live to help with each feature you need.
Whether you are experienced with telephony applications or not a Broadsoft BroadWorks communication network is a fantastic choice for any workplace.
Enquire now to learn more about how IP Office Live can help your business flourish.
Contact Number: 1300 186 423
Email: answers@ipvs.com.au