advanced call center featuresBroadvoice, a leading hosted-voice and communications company, has announced the launch of a suite of new features for its Cloud PBX-hosted phone service for businesses. The new enhancements include Monitor, Whisper, and Barge features for call center deployments. These features are commonly used by businesses that want to help their representatives give better customer service by listening in on calls and actively offering their advice.

Monitor allows a supervisor to silently listen in on an agent’s active call. Whisper enables a supervisor to speak directly to the agent on the active call without the other party hearing the comments. Barge lets the supervisor speak to both the agent and the other party, effectively creates a 3-way call which is initiated by the supervisor.

Shawn Jones, Vice President of Business Sales said, “Our nimble nature allows Broadvoice to quickly meet the changing needs of our customers. We listen to our clients and keep our finger on the pulse of what is happening in our industry. Then, our development team and engineers work diligently to roll the features out, tested and ready to go. But most importantly, we continue to develop cutting edge technology while maintaining competitive pricing.”

In addition to the Monitor-Whisper-Barge features, Broadvoice offers other premium features, such as auto attendant and HIPAA-compliant virtual fax that are available on an a la carte basis for a nominal fee. More than 45 other advanced features are provided at no additional charge by Broadvoice for all their business customers.

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