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BroadSoft Introduces Analytics-based Contact Center Software-as-a-Service

News Editor | Nov 15, 2016 35 views No Comments

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BroadSoft Introduces Analytics-based Contact Center Software-as-a-Service

BroadSoft CC-One cloud contact center solution integrates with unified communications and team collaboration applications to accelerate first contact resolution

Gaithersburg, MD, November 15, 2016 – BroadSoft, Inc. (NASDAQ: BSFT), a global unified communication as a service (UCaaS) leader, announced today the launch of CC-One, an integrated solution for contact center operations. 

CC-One is a cloud-based, omni-channel (voice, email, chat and social) contact center solution that enables businesses to create exceptional customer service experiences, offering a smooth migration from legacy systems to a truly unified, analytics-driven solution. CC-One offers a proven cloud platform that can be optimized for businesses of all sizes, from SMBs to multinational, multi-site contact center operators. 

While most contact center systems operate in a silo walled off from a business’ other phone systems, CC-One provides a seamless cloud PBX and UC experience through its integration with BroadSoft UC-One® , a mobile first unified communication application. As a result, agents have real-time voice, chat and video access to subject matter experts (SMEs) throughout the organization. The ability of CC-One to integrate with the BroadSoft Team-One collaboration application provides a virtual persistent workspace for the front and back office to collaborate and share knowledge,  improving business performance and the customer experience. 

According to research by ICMI, 40% of customer support calls require assistance from an expert.  Getting the right expert to the right customer call in the least amount of time is critical for all contact centers.  CC-One provides sales and service contact centers of any size the ability to optimize their performance with dynamic, intelligent analytics. By leveraging the data held in multiple  systems  inside or outside the contact center  and applying intelligent analytics, CC-One dynamically predicts each customer’s needs and matches the customer with the best agent to handle that need, improving performance, sales and the customer experience. 

As a native cloud solution, CC-One lowers the cost of ownership for contact centers, replacing the need for expensive, complex and inflexible on-premise systems and can also easily be integrated with existing on-premise systems  and outsourced contact centers to support hybrid environments and a graceful migration of premises-based agents to a cloud solution.

Taher Behbehani, chief digital and marketing officer, BroadSoft said “We are very excited about the launch of BroadSoft CC-One, which crystallizes the BroadSoft vision for the future for cloud-based, collaborative contact center operations.  The global contact center market is in a rapid state of transition as older legacy systems give way to flexible, cloud based technologies.  We believe that CC-One represents the next stage of this transformation, where contact centers become an absolutely vital asset to companies in improving customer satisfaction, reducing costs, driving incremental sales and reinforcing strong brand identity.”

CC-One is part of the BroadSoft Business suite, which provides a fully integrated portfolio of enterprise-ready cloud PBX, unified communications, team collaboration and contact center applications. CC-One will be demonstrated at the BroadSoft Connections 2016 user conference in San Antonio, TX, one of the largest UC conferences in the world, and the UC-One and Team-One integration will be available in the first half of 2017.

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