Broadvoice Adds Contact Center Capabilities



Broadvoice, a provider of hosted voice, unified communications (UC), and SIP trunking services, has added contact center capabilities to its PBX portfolio.

The cloud-based contact center platform is powered by Five9. It allows inbound and outbound calling, supports multichannel approaches that incorporate mobile, social, email and chat channels, and can be used in blended environments that 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 On Screen Caller Info that puts customer information at reps' fingertips. All interactions are automatically logged into company CRM systems, and reporting enables companies to monitor and manage their teams.

"We could not be more excited to go live with our contact center solution," said im Murphy, CEO of Broadvoice, in a statement. "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-premises PBX offering and the cloud-based contact center platform to interconnect. As a result, contact center users can transfer calls to PBX users seamlessly, and vice versa. And, the interconnection enables all inbound and outbound traffic to be routed over the Broadvoice network.

"This integration with Five9 allows our channel partners to sell both cloud services and the PBX together on the same bill," said George Mitsopoulos, chief operations officer at Broadvoice, in a statement. "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."