Virtual call center infrastructure delivers enhanced capabilities and scalability
GAITHERSBURG, MD, September 5, 2013 – BroadSoft, Inc. (NASDAQ:BSFT, news, filings) today announced that Lumos Networks (NASDAQ: LMOS), a leading provider of fiber-based bandwidth infrastructure & IP services in the mid-Atlantic region, has deployed BroadSoft Call Center Xpress – a feature-rich, end-to-end and fully scalable hosted call center solution that enables services providers to enhance their offers to include features and functionality typically reserved for large call centers.
BroadSoft Call Center Xpress seamlessly integrates 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.
“By replacing our on-premise ACD platform with a solution that leverages the BroadWorks platform and integrated call center capabilities from Inference Solutions and CTI Group, Lumos Networks gains access to advanced features and functionality typically reserved for large enterprise call centers – such as voice-enabled IVR services, speech analytics, and Unified Communications services,” said Lumos Networks Vice President of Product Management & Engineering Craig Drinkhall. “Call Center Xpress allows us to retain any desired advanced routing capabilities while transitioning to a virtual call center infrastructure that can scale to meet future needs. We are also very excited to offer hosted Call Center Xpress to our customers, which is delivered over the Lumos network for premium connectivity to the cloud since the network is key to a successful hosted service.”
BroadSoft’s Call Center Xpress solution is designed to enable a service provider’s hosted call center offering to enterprise customers, but the solution can also be utilized by service providers for their own call center environments. Lumos will use Call Center Xpress’ scalable solution in its call center environment of more than 100 agents that handle tens of thousands of business and residential customer service, billing and technical support calls per month related to Lumos’ fixed-line services, including Fiber-to-the-Home (FTTH) and enterprise IP services.
Lumos Networks and service providers gain several key benefits with Call Center Xpress, including:
- Price disruption – service providers can deliver a virtual call center solution to enterprise customers at a dramatically lower Total Cost of Ownership (TCO) when compared to on-premise solutions
- Carrier friendly – operationally efficient, multi-tenant platforms; can be 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
- Open – standards-based interfaces and the open BroadWorks Xtended API enables integration with additional third party applications
“Service providers – particularly those in the mid-market category – increasingly recognize that a hosted architecture delivers advanced features, functionality and a customer experience call center environments demand,” said Paul Adams, Director Call Center Solutions, BroadSoft. “For this reason, BroadSoft has seen strong and growing interest in our hosted call center solution since launching Call Center Xpress, and we are excited to have the opportunity to support Lumos Networks’ call center needs.”
For additional information on BroadSoft Call Center Xpress, visit http://broadsoft.com/pdf/call-center-express-overview.pdf.
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 branch exchanges, video calling, text messaging and converged mobile and fixed-line services.
About Lumos Networks
About Lumos NetworksLumos Networks is a fiber-based service provider in the Mid-Atlantic region serving carrier, business and residential customers over a dense fiber network offering data, voice and IP services. With headquarters in Waynesboro, VA, Lumos Networks serves Virginia, West Virginia and portions of Pennsylvania, Kentucky, Ohio and Maryland over a 5,800 route-mile fiber network. Detailed information about Lumos Networks is available at www.lumosnetworks.com.
Forward-Looking Statements (BroadSoft)
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” and other similar terms and phrases, and such forward-looking statements include, but are not limited to, the statements regarding the capabilities and benefits of BroadSoft’s Call Center XPress solution for service providers and enterprises. 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 the Call Center XPress solution will be utilized and/or successfully deployed 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 Annual Report on Form 10-K for the year ended December 31, 2012 filed with the Securities and Exchange Commission, or SEC, on February 27 , 2013, and in the Company’s other filings with the SEC. All information in this release is as of September 5, 2013. 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.
BroadSoft and BroadWorks are registered trademarks of BroadSoft, Inc. All other names are trademarks of their respective owners.
Rich Teplitsky, BroadSoft Public Relations
Brian Lustig, Bluetext PR for BroadSoft
Becky Stanway, Hotwire PR London, for BroadSoft
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