Call Centers are centralized inbound or outbound locations where large volumes of requests are made or received by telephone. Regardless of targeted business customer, Service Providers are often asked to provide a Call Center application with or without the ability to record and store the calls for analysis. Call Center is, in particular, a natural add-on to a Hosted PBX solution because it takes advantage of the ubiquity of SIP lines and the ability to make them act together according to complex policies.

VoIP Logic offers Call Center with Call Recording delivered as a flexible Platform-as-a-Service. With more than 15 Service Providers partners mixing and matching all of the available options as they service scores of business customers from the VoIP Logic platform, we have been able to refine a packaging that remains flexible to partners while maintaining the high up-time which business users demand. The platform we offer is based on OrecX and BroadWorks.

If you wish to obtain additional detail on the VoIP Logic Call Center/ACD Portfolio. Please review our Call Center-ACD, Call Recording, and Enhanced Hosted PBX Data Sheets.

Features and Functionality

CALL CENTER (BroadWorks)

CALL DISTRIBUTION AND ROUTING POLICIES

  • Skills Based Routing
  • Priority Queuing
  • Overflow Call Routing
  • Night Service
  • Holiday Services

GREETING AND ANNOUNCEMENT OPTIONS

  • Entrance Message
  • Hold Media (Music)
  • Comfort Messages

PRODUCTIVITY AND MANAGEMENT

  • One Click Transfer
  • Call Escalation
  • Whisper Message
  • Real Time Dashboard
VoIP Logic Call Recording (CTI)

PRODUCT FEATURES

  • Average of 8 hours daily record time across all users
  • 180 day storage of call recording with duplicate backup
  • Brand-able GUI to manage, download and play recordings
  • SIPREC protocol
  • Extensive Call Meta-Data