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BCN Launches Cloud Voice Call Center

BCN, a prominent provider of managed network and technology solutions, has unveiled its latest offering: the BCN Cloud Voice Call Center. This innovative platform is crafted to streamline operations while enhancing the customer experience for small and mid-sized businesses (SMBs). With a focus on security, simplicity, and functionality, the new Cloud Voice Call Center aims to address the challenges posed by traditional call center systems.

A Shift in Call Center Paradigms

Customer expectations are evolving rapidly. In response, BCN has established this all-encompassing platform, intended to replace outdated systems that often compromise security and efficiency. The Cloud Voice Call Center provides an intelligent approach to customer interactions, ensuring that businesses can meet and exceed the rising demands of their clients.

Richard M. Boudria, Jr., the Chairman and CEO of BCN, emphasizes that the platform is designed to preemptively address customer needs, thereby enabling call center teams to engage more effectively. “The contemporary call center is no longer just a place for handling inquiries but a strategic asset integrated with core business operations,” he says. “Our solution allows seamless access to customer insights, which enhances the overall experience.”

Key Features of the Cloud Voice Call Center

The new call center solution is packed with advanced features designed to enhance service delivery:

• - Intelligent Call Routing: The system uses various parameters such as skill set, time-of-day, and input from the caller to direct calls to the appropriate agents, ensuring faster and more efficient responses.
• - Real-Time Analytics: Users have access to live dashboards displaying actionable Key Performance Indicators (KPIs), enabling businesses to keep a pulse on their operations and make data-driven decisions. Custom reports can also be scheduled and generated.
• - Quality Management Tools: The platform supports call recordings for compliance and training purposes and offers live coaching features, thus improving the quality of agent interactions.
• - User Management Capabilities: Supervisors can effectively manage users and track performance across different locations, ensuring that agent statuses are up-to-date and performance can be monitored in real-time.
• - Accessible Interface: Designed for hybrid work environments, the system ensures full accessibility from web and mobile platforms, enabling teams to operate seamlessly regardless of their location.

Impact on SMBs

The BCN Cloud Voice Call Center is particularly beneficial for industries that prioritize high-touch customer service, including hospitality, healthcare, and real estate. Julian Jacquez, President and COO of BCN, pointed out that the platform enhances customer experience by facilitating smooth interactions, allowing teams to focus on building meaningful relationships with clients.

“Our unified platform not only provides exceptional customer experience but also equips agents with the tools necessary for effective performance,” Jacquez states, highlighting the strategic advantage of the integration with core business systems that the call center provides.

About BCN

Since its inception in 1994, BCN has carved a niche as a managed network and technology solutions provider, delivering tailor-made solutions aimed at facilitating growth and enhancing security for businesses. The company's commitment to customer care coupled with its extensive partnerships allows it to provide a comprehensive suite of services from a single vendor, ensuring simplicity for clients.

To learn more about the BCN Cloud Voice Call Center and explore the array of solutions offered by BCN, visit BCN's official website. With this launch, BCN is poised to redefine how SMBs approach customer engagement, setting a new standard for the industry.