Hosted Call Center Solution Leverages Feature-Rich BroadWorks(R) Platform, Market-Leading Call Center Capabilities From Inference Solutions and CTI Group
GAITHERSBURG, MD–(Marketwire – Oct 16, 2012) – BroadSoft, Inc. (NASDAQ:BSFT, news, filings) today announced Call Center Xpress — a bundled call center solution that enables telecommunications service providers to deliver a feature-rich, end-to-end and fully scalable hosted call center solution to enterprise customers.
BroadSoft Call Center Xpress leverages call center capabilities from three market-leading providers: BroadSoft, which delivers Unified Communications (UC) services, Automatic Call Distribution (ACD) and call routing, supervisor and agent client interfaces and reporting through its BroadWorks platform; Inference Solutions, which provides advanced Interactive Voice Response (IVR) services; and CTI Group, which offers robust call recording and quality management functionality.
“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.”
BroadSoft Call Center Xpress is ideally suited for all call center environments, delivering the benefits of a hosted architecture, such as network-based queuing, geographically dispersed agents, and a pay-for-use model; Unified Communications services such as instant messaging and presence and collaboration tools; operational tools such as interaction intelligence and speech analytics, quality management, and reporting tools; and popular customer interaction features such as voice-enabled IVR, self-service, and outbound messaging tools. For service providers, BroadSoft Call Center Xpress delivers several key benefits:
- Price disruptive – service providers can deliver a virtual call center solution with a dramatically lower Total Cost of Ownership (TCO) compared to on-premise solutions
- Carrier friendly – operationally efficient, multi-tenant platforms; white labeled with the service provider’s branding; higher margins than reselling Customer Premise Equipment (CPE)
- Scalable – supports enterprises with any ACD or Call Center environment from small workgroups to high-volume call centers with thousands of agents
- On-demand – provides a cost-effective service for call centers that need to handle seasonal spikes in staffing
- Ease of Integration – standards-based interfaces and the open BroadWorks Xtended API enables integration with additional third party applications
“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.”
“Historically, enterprise customers seeking to access such a broad range of advanced call center features would have to cobble together products from multiple vendors, at multiple premises, with the ensuing high cost of ownership,” said John Birbeck, CEO, CTI Group. “We’re thrilled to expand our partnership with BroadSoft as part of Call Center Xpress, because it is designed to allow service providers to offer an affordable, advanced, bundled package to business customers of all sizes and geographic dispositions.”
For additional information on BroadSoft Call Center Xpress, visit http://broadsoft.com/pdf/call-center-express-overview.pdf.
Call Center Xpress will be demonstrated at BroadSoft Connections 2012: Unleash the Possibilities, at the Westin Kierland Resort and Spa in Scottsdale, Arizona, October 21 – 24.
BroadSoft is the leading provider of software and services that enable mobile, fixed-line and cable service providers to offer Unified Communications over their Internet Protocol, or IP network. The Company’s core communications platform enables the delivery of a range of enterprise and consumer calling, messaging and collaboration communication services, including private brand exchanges, video calling, text messaging and converged mobile and fixed-line services.
About CTI Group
CTI Group (Holdings) Inc. is an international provider of electronic invoice processing and management, enterprise communications management software and services solutions, and carrier class voice over internet protocol (VoIP) management applications. CTI Group’s SmartBill®, SmartRecord® and Proteus® product suites offer a full array of solutions for traffic analysis, post-billing call analysis, customer care and call recording. CTI Group’s products are used by some of the top service providers in North America and the United Kingdom, and play a trusted role in managing telephony costs at major corporations internationally. Headquartered in Indianapolis, CTI Group maintains overseas offices in London and Blackburn, UK. For more information, please visit CTI Group’s website at www.ctigroup.com.
About Inference Solutions
Founded in 2005 and headquartered in Melbourne, Australia, Inference has commercialized technology built from many years of research and development in the fields of artificial intelligence and machine learning. The result is a range of packaged self-service applications that complement and enhance Unified Communications and Call Center offering for Service Providers. The Inference suite of products combines our expertise in user interaction design and voice automation to offer an innovative range of DTMF and speech enabled inbound and outbound IVR applications for use across a range of verticals. Architected specifically with service providers in mind, the Inference Studio platform provides a robust carrier grade platform using industry open standards. Additional information on Inference Solutions can be found at www.inferencesolutions.com.
This press release may contain forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. These forward-looking statements may be identified by their use of terms and phrases such as “can,” “enable,” “will,” “allows” and other similar terms and phrases, and such forward-looking statements include, but are not limited to, the statements regarding the capabilities and benefits to service providers, enterprises and end users of Call Center XPress. The outcome of the events described in these forward-looking statements is subject to known and unknown risks, uncertainties and other factors that could cause actual results to differ materially from the results anticipated by these forward-looking statements, including, but not limited to whether Call Center XPress will be utilized by BroadSoft’s customers and the resulting financial and other benefits to BroadSoft, as well as those factors contained in the “Risk Factors” sections of the Company’s Form 10-Q for the quarter ended June 30, 2012 filed with the Securities and Exchange Commission, or SEC, on August 6, 2012 and the Company’s Form 10-K for the year ended December 31, 2011 filed with the SEC on February 29, 2012, and in the Company’s other filings with the SEC. All information in this release is as of October 16, 2012. Except as required by law, BroadSoft undertakes no obligation to update publicly any forward-looking statement made herein for any reason to conform the statement to actual results or changes in its expectations.