BCN has announced the launch of its latest innovation—the BCN Cloud Voice Call Centre. Built with flexibility, security, and performance in mind, the new platform is designed to help businesses replace outdated call centre systems with a powerful, all-in-one solution tailored to today’s dynamic customer expectations.
“Our solution was designed to anticipate customer needs and enable call centre supervisors and agents to engage promptly and intelligently,” stated Richard M. Boudria, Jr., chairman and CEO of BCN. “The future call centre must be a strategic asset, seamlessly integrated with core business systems to provide the entire customer view for our clients and allow call centre agents to deliver remarkable experiences securely.”
With customer interactions increasingly shaping brand reputation and loyalty, the modern call centre must do more than take calls; it must deliver personalised, responsive experiences at scale. BCN’s Cloud Voice Call Centre empowers organisations to make that shift, transforming traditional call handling into a data-rich, insight-driven customer engagement engine.
Smarter management and smoother interactions
Its advanced call routing adapts to real-world scenarios using skills-based logic, time-of-day rules, and caller input. Queues can be tailored with thresholds and callback options, ensuring customers aren’t stuck waiting unnecessarily.
In addition, real-time analytics and reporting on the backend provide a live look at KPIs, agent productivity, and queue activity. Customisable reports—available on-demand or scheduled—help leadership make informed decisions that improve agent performance and customer outcomes.
Quality management tools are also baked into the experience. Call recording, live monitoring, and coaching features like whisper and barge empower supervisors to guide agents in real-time and retroactively annotate calls for training or compliance. Agents also benefit from intuitive tools to manage call statuses, work across devices, and stay engaged in high-performance teams.
Moreover, BCN’s new platform is built with the realities of remote and hybrid work in mind. With full web, desktop, and mobile access, supervisors can manage teams from anywhere, ensuring visibility across multiple locations while maintaining service consistency and quality.
By centralising and simplifying critical call centre functions in a secure, scalable platform, the BCN Cloud Voice Call Centre enables organisations to meet rising customer expectations confidently. It’s not just a replacement for legacy systems—it’s a bold step forward in how businesses connect, serve, and grow.