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October 19, 2012

Broadsoft Announces Call Center Xpress

By Rahul Arora, TMCnet Contributor


BroadSoft (News - Alert) Inc., a company that provides software and services that enable mobile, fixed-line and cable service providers to offer unified communications (UC) over their IP network, recently announced its new bundled call center solution named “Call Center Xpress.”


The solution helps service providers offer hosted call centers to a broad range of customers, delivering the benefits of a hosted architecture to enterprise customers in a simple-to-deploy package.

The Call Center Xpress solution combines the highly scalable, multi-tenant and feature-rich BroadWorks platform with applications from Inference Solutions and CTI Group (News - Alert) to address all the needs of a typical call center.

It combines advanced Interactive Voice Response (IVR) functionality from Inference Solutions, Unified Communications (News - Alert) and call center functionality from BroadSoft, and Quality Assurance (QA) and analytics functionality from CTI Group.

"Call Center Xpress extends features and functionality typically reserved for large enterprise call centers – such as voice-enabled IVR services, speech analytics, advanced call center functionality and unified communications services – to small businesses and mid-market enterprises," said David Bukovsky, vice president products, BroadSoft. "As a result, service providers can quickly capitalize on the migration by customers from on-premise platforms to virtual call center infrastructure with an offering that we believe meets current call center needs and introduces new capabilities that can enhance customer experiences and operational efficiency."

The solution delivers a hosted virtual call center solution with a dramatically lower Total Cost of Ownership (TCO) than on-premises call center solutions. Moreover, it is operationally efficient, white-labeled, and embraces multi-tenant platforms and higher margins than reselling Customer Premises Equipment (CPE).

"Businesses of all sizes see tremendous benefit in being able to purchase a broad suite of hosted communications services from a single, trusted provider," said James Turner, CEO, Inference Solutions. "By partnering with BroadSoft on the Call Center Xpress solution, we allow service providers to deliver and capitalize on this market opportunity – addressing new high revenue call center markets, particularly in the small business and mid-market categories."




Edited by Braden Becker



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