BCN Cloud Voice Call Center redefines call center efficacy and personalization
BCN, a leading managed network and technology solutions provider, is debuting the BCN Cloud Voice Call Center, a centralized, secure platform transforming call center complexity, cost, and security. Rising above legacy call center solutions, the BCN Cloud Voice Call Center cultivates seamless, personalized interactions, ideal for small- to mid-sized businesses relying on high-touch customer interactions.
BCN emphasizes the need for data-driven call centers, remarking how the increased demand for effective customer experiences—coupled with the expectation of personalization—has outpaced legacy call center solutions. Call center experiences can be nothing short of exceptional—and the BCN Cloud Voice Call Center addresses that exact need.
"Our solution was designed to anticipate customer needs and enable call center supervisors and agents to engage promptly and intelligently," stated Richard M. Boudria, Jr., chairman and CEO of BCN. "The future call center must be a strategic asset, seamlessly integrated with core business systems to provide the entire customer view for our clients and allow call center agents to deliver remarkable experiences securely."
The BCN Cloud Voice Call Center offers the following innovative capabilities:
- Advanced call routing and distribution that supports skills-based, time-of-day, and caller-input logic, as well as configurable call queue thresholds and callback in queue
- Real-time analytics and reporting delivered through live dashboards and actionable KPIs, custom and scheduled reporting, and agent and queue performance metrics
- Call recording and quality management for compliance and training
- Agent and supervisor capabilities for managing users, monitoring live calls, providing real-time assistance, logging in or out of queues and multiple active devices, managing agent status, and viewing queue performance
- Full web, desktop, and mobile access, supporting hybrid and remote work environments paired with enhanced visibility across teams and locations
"Our unified platform delivers exceptional CX through seamless engagement, equipping call center teams with intuitive tools and actionable insights," stated Julian Jacquez, president and COO of BCN. "By deeply integrating with core business systems, we are able to provide the whole customer view, ensuring every interaction is efficient, secure, and contributes to a superior customer journey."
To learn more about the BCN Cloud Voice Call Center, please visit https://www.bcntele.com/.