Call Center Solutions Featured Article

DSCI's iPBX Premium Call Center Improves Inbound Call Handling

DSCI Corporation (News - Alert), a provider of IP and unified communications solutions, announced it has expanded its iPBX Call Center service, empowering enterprises to enhance communication and interaction with their customers.

The service automatically distributes incoming calls from a call center’s central phone number to its agents. DSCI iPBX Call Center can be configured according to the requirements of the call center, so that it routes calls to agents in the manner that makes the most sense for their business.

"DSCI's iPBX Call Center will empower you to connect with as many of your customers as possible - greatly increasing their satisfaction," said Sean Dandley, president and CEO of DSCI Corporation, in a statement. "The iPBX Call Center is proof of DSCI's ongoing commitment to provide each of our enterprise customers with the best overall solution to meet their communications requirements."

iPBX Call Center also allows agents to answer calls from branch offices or even from home. The call center solution resides on DSCI's Hosted Communications Network, so it further eliminates the time and expense needed for the customer to maintain a call center system on their premises.  

As part of the expansion, DSCI has introduced the latest call center service package: the iPBX Premium Call Center. Compared to the existing iPBX Standard Call Center, the iPBX Premium Call Center package allows 10 times as many calls in the queue - up to 525. In addition to the standard features, the iPBX Premium Call Center features outbound calling, DNIS prioritization, emergency escalation, and other enhanced options to facilitate handling a large call volume.

DSCI has also launched additional call center applications. They include two Web-based clients, the iPBX Call Center Agent Client and the iPBX Call Center Supervisor Client, which provide integrated online dashboards with advanced call management and reporting tools. The apps are available with both the Standard and Premium packages.

The company also unveiled a custom reporting module that allows call center managers to generate comprehensive statistics on any aspect of queue and agent performance.

In a major development in October, DSCI announced it has deployed nearly 20,000 hosted seats, powered by BroadWorks. With this, DSCI has brought a feature-rich and affordable hosted PBX (News - Alert) offering anchored by BroadWorks platform to the Northeast market, TMCnet reported.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, taking place Jan. 31-Feb. 3 2012, in Miami, FL. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

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Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Juliana Kenny