BroadSoft launches updated call center software for telecom providers

Voice software provider BroadSoft introduced the newest iteration of its BroadWorks Call Center solution, which includes a variety of enhancements that, the company said, will allow it to expand into new markets.

The new capabilities give BroadWorks enhanced reporting and new, Web-based interfaces. The flexibility and scalability of the new version, the company said, should enable telco service providers looking to extend their hosted call center offering into enterprises with higher call volumes and more complex reporting requirements to do so more quickly.

BroadSoft's call center solution supports all call center environments, from a small informal workgroup to advanced distributed, wholesale and in-house call centers.

"We believe that call centers with globally dispersed staff can achieve significant cost savings and operational efficiency by transitioning from on-premise legacy systems to a hosted call center offering," said David Bukovsky, vice president of products at BroadSoft.

A report from Ovum earlier this year forecast an annual growth rate for hosted contact center agent positions at greater that 45 percent for 2011, a significant business opportunity for service providers that offer a scalable, carrier-grade hosted call center solution.

Both 8x8 and M5 recently pushed their businesses deeper into the call center segment, citing business opportunities.

For more:
- see this release

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