How BroadWorks Supports Modern Business Communications
As more businesses look to adopt flexible, scalable communication solutions to support increasingly dispersed workforces, they’re turning to service providers built on Cisco Broadworks for high-quality VoIP, collaboration, and contact center capabilities. Over 450 service provider partners and 26 million business users worldwide rely on BroadWorks,1 making it the leading cloud communications platform.
Designed for enterprise communications, BroadWorks offers service providers a robust management portal and extensive capabilities to power their clients’ voice, video, conferencing, and contact center needs. The platform supports advanced features like auto attendants, IVR menus, call recording, and more alongside voice, video, chat, and text channels – all via a single interface.
In this guide, we’ll explore what makes BroadWorks a popular tool for service providers and break down the core capabilities it can offer your business customers.
Why Do Service Providers Use BroadWorks?
BroadWorks allows providers to deliver unified communications (UC) solutions that simplify workflows for organizations across a wide array of verticals. Here are a few key benefits of offering BroadWorks solutions:
Government-Grade Security
With up to 99.999% availability and full redundancy, BroadWorks enables protection from security threats and ensures compliance with data privacy and law enforcement standards. That's why you see BroadWorks operating in high-security scenarios – comprehensive security requires sophisticated management.
Unified Communications
Since BroadWorks is based on an open architecture, it supports leading IP phones, desktop apps, and mobile apps and seamlessly connects to mobile networks for integration with 5G and IMS cellular networks.
Full PBX Functionality
BroadWorks equips end users with a full range of telephony features at the user, group, location, and enterprise-wide levels, from basic auto-attendants to advanced contact center capabilities.
BroadWorks Core Capabilities and Features
With BroadWorks, service providers get extensive controls for managing and optimizing business voice services. Core capabilities and features offered by the platform include:
Unified Communications/Hosted PBX
BroadWorks enables providers to deliver reliable enterprise VoIP calling with broad interoperability across leading brands of IP phones and SIP devices. Integrated unified communication features like call transfer, auto attendants, extension dialing, and more help teams collaborate effectively.
SIP Trunking
BroadWorks leverages SIP trunking to connect service providers to an enterprise's internal calling platform over IP. With SIP trunking, BroadWorks can integrate with all modern private branch exchanges (PBXs) to provide businesses with robust voice, video, and collaboration capabilities. Major multinational enterprises and government agencies also gain highly reliable trunking features to support mission-critical communications and disaster recovery.…
Contact Center
Omnichannel contact center routing and advanced call-handling tools help agents manage high call volumes across customer support channels. BroadWorks enables businesses to measure customer sentiment, gain insights with custom reports, record calls for quality assurance, and optimize their contact center operations.
Meetings and Collaboration
BroadWorks has integrated with Webex to enable meetings and collaboration capabilities directly within a mobile calling application. BroadWorks users can easily participate in online meetings and conduct calls within a single unified app for a streamlined collaboration experience across voice, video, and conferencing tools.
How BroadWorks Enhances Enterprise Communication
BroadWorks delivers a seamless communication experience by integrating voice, video, messaging, and collaboration tools into a single platform. Here’s how it improves enterprise workflows:
Anytime, Anywhere Connectivity
BroadWorks enables employees to connect from anywhere, using desktops, mobile devices, or desk phones without compromising call quality.
Unified Communications & Collaboration (UCaaS)
Businesses can leverage voice calling, video conferencing, instant messaging, and presence features to enhance team collaboration.
Advanced Call Routing & Management
Enterprises benefit from intelligent call routing, automated attendants, and customizable call handling rules, ensuring efficient call distribution and improved customer service.
Multi-Device Support
Employees can switch between devices seamlessly, improving accessibility and flexibility.
Security & Compliance
Built-in encryption, fraud prevention, and compliance with telecom regulations ensure that communications remain secure and protected from cyber threats.
With BroadWorks, enterprises can create a scalable, high-performance communication ecosystem that adapts to the needs of both remote and office-based teams.
BroadWorks Integration with Business Applications
One of BroadWorks’ biggest advantages is its ability to integrate with third-party applications, helping businesses streamline workflows and enhance productivity.
Key Integrations for Enhanced Productivity:
Webex Caling
Enables businesses to unify their telephony and collaboration tools, providing employees with a seamless communication experience.
Call Center & Customer Support Solutions
It supports integrations with advanced contact center platforms, improving customer service efficiency and agent productivity. BroadWorks users can be called by external Contact Center platforms which record, transcribe and support agents.
PBX & VoIP Systems
BroadWorks can interconnect with PBX systems, providing businesses with a smooth transition to cloud-based telephony.
By integrating with essential business applications, BroadWorks reduces manual processes, boosts team collaboration, and enhances overall operational efficiency.
How BroadWorks Compares to Other Cloud Communication Platforms
BroadWorks competes with many UCaaS and VoIP solutions, but what sets it apart?
1. Carrier-Grade Reliability vs. Standard VoIP Solutions
Most cloud-based VoIP solutions provide basic voice and collaboration tools, but BroadWorks is designed for enterprise-grade reliability and can handle millions of users simultaneously without service disruptions.
2. Advanced Multi-Tenant Support
Unlike standard VoIP platforms, BroadWorks is built for service providers and businesses that need multi-tenant capabilities, enabling them to manage multiple customer accounts efficiently.
3. Full Customization & Scalability
Many cloud platforms offer limited customization, whereas BroadWorks provides deep configuration options, allowing businesses to tailor features, call routing, and integrations to their needs.
4. Superior Security & Compliance
BroadWorks adheres to strict telecom security standards with built-in fraud prevention and encryption, making it a more secure choice for enterprises compared to many other cloud-based communication tools.
For businesses looking for a highly scalable, reliable, and customizable communication solution, BroadWorks outperforms many traditional UCaaS and VoIP platforms.
Accelerate BroadWorks Management With Alpaca's Bulk Provisioning
While BroadWorks delivers exceptional capabilities, managing clients and deploying services at scale can be challenging without the right tools. Alpaca speeds BroadWorks management for service providers so you can activate services quickly, solve customer problems immediately, and generate revenue faster.
Alpaca’s bulk provisioning feature makes it easy to build users, manage devices, activate complex features, and more – while eliminating the inconsistencies and high-skill requirements associated with manual provisioning. Ready to see how Alpaca can help you do more in BroadWorks? Get in touch with ECG today.
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