Broadview Networks Announces OfficeSuite Automatic Call Distribution and Recording Solution for SMB customers

Affordable, Enterprise-Class Hosted Call Center Solution

RYE BROOK, N.Y.--(BUSINESS WIRE)--Broadview Networks today announced the release of its OfficeSuite Automatic Call Distribution (ACD) and Recording solution.

OfficeSuite ACD is a fully-featured hosted application integrated with OfficeSuite™, Broadview’s award-winning hosted IP phone solution. OfficeSuite ACD provides robust call center capabilities for business customers, including advanced call routing, queuing, call recording, out-of-the-box reporting, and dashboard functionality.

OfficeSuite ACD delivers the advanced call center features of a PBX or stand-alone ACD without the need to invest capital in on-site equipment or intensive IT support. It provides a suite of highly flexible capabilities that enable quick and easy prioritization and distribution of incoming business calls, customized hold treatments, and advanced routing options that factor-in call agents’ skills, location, experience, or other parameters.

“Small and medium-sized businesses need every advantage to stay ahead in the current competitive environment. Many SMB customers don’t think in terms of traditional ACD functionality even though they use it in their everyday business. With Broadview’s OfficeSuite ACD, businesses get a comprehensive and highly flexible suite of enterprise-class incoming call routing options that can help to improve customer satisfaction without any new capital for equipment or additional IT resources. And because our hosted call center solution is part of OfficeSuite, businesses of all sizes have access to all these powerful features that are easy to use and manage. Companies can start with just a few seats and grow as their needs evolve,” said Jeff Blackey, senior vice president of marketing for Broadview Networks.

“Automatic Call Distribution systems are becoming a must-have for SMBs as businesses move to adopt hosted contact centers. Service providers that incorporate highly capable feature sets into their contact center solutions for hosted IP telephony will add value and help differentiate themselves in the crowded and competitive market for voice services,” said Diane Myers, directing analyst for VoIP and IMS at Infonetics, a technology industry research firm.

Key among OfficeSuite’s impressive array of features is a complete disaster avoidance system. As this winter’s extreme weather has shown, snow and ice storms repeatedly affected business across a wide swath of the U.S. With OfficeSuite ACD, businesses can continue to operate by receiving calls across all locations or by directing traffic to other queues with ease. In addition, remote workers and mobile agents can access the system and handle incoming calls from anywhere—even from their cellular phones—a capability many other call centers solutions cannot claim.

Broadview’s OfficeSuite ACD hosted call center taps the growing need of businesses for cost-effective solutions that improve their operations. By using a PC or other Internet-connected device, administrators can simply log on to the OfficeSuite ACD portal to view reports, listen to recorded calls, make real-time routing changes, update or record new on hold messages, evaluate calls, or design entirely new queues in minutes.

OfficeSuite ACD features other advanced functionality such as

• Skills-based routing - Customized call distributions based on agent skills, such as technology expertise, language, experience, etc., or any other business rules or policies
• Mobility - Built-in mobility features that support work-from-home and mobile workforces, including integration of cell phones
• Reporting - Real-time reporting and call center dashboards
• Management Tools - Applications for call scoring and agent evaluation
• All of OfficeSuite’s powerful features, including hot desking and cell phone twinning, allowing agents to access the ACD from any phone

Broadview’s OfficeSuite is an award-winning and patented hosted IP phone solution that includes everything your business needs to communicate over the phone and online, including phones, more than 40 features, Internet access and a web portal for easy administration--with no capital investment or increase in staff.

More information about OfficeSuite ACD is available online at: www.broadviewnet.com/acd

About Broadview Networks (www.broadviewnet.com)

Broadview Networks is a network-based business communications provider serving customers nationwide. Broadview provides the total solution for business communications, including local and long distance voice communications, premises-based and patented hosted VoIP systems, data services encompassing VPN- and MPLS-enabled applications, traditional telephone hardware, high-speed Internet services, a full suite of managed services and a range of professional services.

Broadview provides an innovative portfolio of bundled, hosted IP phone and cloud computing services designed to meet the unique application requirements of diverse workforce groups. Its customers benefit from award-winning customer service including a web-based account management tool and a primary point-of-contact for real-time, personal customer care.

Broadview Networks is a control investment of MCG Capital Corporation (NASDAQ: MCGC). Its largest investors are MCG Capital, Baker Capital and New Enterprise Associates.