New solution offers intelligent call routing, real-time analytics, and quality monitoring to enhance service and performance
BCN, a leading managed network and technology solutions provider, announced the launch of the BCN Cloud Voice Call Center. This secure, all-in-one platform is designed to eliminate the complexity, cost, and security vulnerabilities of legacy systems. The evolution of the call center is a direct response to rising customer expectations for seamless and personalized interactions. The new platform addresses the need for data-driven call centers, effective call center management, and exceptional customer interaction.
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“Our solution was designed to anticipate customer needs and enable call center supervisors and agents to engage promptly and intelligently,” stated Richard M. Boudria, Jr., Chairman and CEO of BCN. “The future call center must be a strategic asset, seamlessly integrated with core business systems to provide the entire customer view for our clients and allow call center agents to deliver remarkable experiences securely.”
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The BCN Cloud Voice Call Center positions the call center as a central hub to understand customer needs, build loyalty, and drive positive business outcomes. Key features include:
- Advanced Call Routing and Distribution: The system supports skills-based, time-of-day, and caller-input logic, as well as configurable call queue thresholds and callback in queue.
- Real-Time Analytics and Reporting: Live dashboards with actionable KPIs, custom and scheduled reporting, and agent and queue performance insights.
- Call Recording and Quality Management: Recordings for compliance and training, monitor, whisper, and barge capabilities for live coaching, and retroactive call annotations and wrap-up states.
- Agent and Supervisor Capabilities: Tools to manage users, monitor live calls, provide real-time assistance, log in/out of queues and multiple active devices, manage agent status and view queue performance.
- Full Web, Desktop and Mobile Access: Designed for hybrid and remote work environments with supervisor visibility across locations and teams.
“Our unified platform delivers exceptional CX through seamless engagement, equipping call center teams with intuitive tools and actionable insights,” stated Julian Jacquez, President and COO of BCN. “By deeply integrating with core business systems, we are able to provide the whole customer view, ensuring every interaction is efficient, secure, and contributes to a superior customer journey.”
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Source – PR Newswire
