BroadSoft

Call Center Agent and Supervisor

The BroadWorks web clients provide a feature-rich, intuitive interface for workers in busy call and contact centers, allowing agents and supervisors to quickly and easily manage and monitor incoming calls and queues. Web clients, accessible through any desktop browser, make it possible for users to work from anywhere with an internet connection. BroadWorks clients also fully integrate with all BroadWorks applications including Voice, Video, Unified Messaging, Conferencing and Mobility, offering more than just a standalone call center application.

Agent

The Agent web client lets agents quickly identify and answer incoming calls, manage active calls, manage their personal availability and easily escalate calls to supervisors. The intuitive browser interface allows agents to resolve issues quickly. It also offers the ability to integrate with BroadWorks partner applications such as presence systems, on line corporate directories and even desktop sharing, enabling agents to increase productivity and thus increase customer satisfaction.

Supervisor

The Supervisor web client is designed to enable supervisors to monitor and manage their assigned agent and queue activity, with an embedded dashboard that makes it easy to supervise all aspects of the work flow in real-time. Supervisors may also run default or customized reports on agent and queue performance, based on either real-time or in-depth historical data.