New BroadSoft CC-One Apps Enhance Cloud Contact Center Capabilities for Enterprise Call Centers
- Integrated workforce optimization (WFO) suite and speech-enabled interactive voice response (IVR) broadens cloud-native solutions for midmarket and large enterprise customers
- Creates a single vendor, integrated omni-channel cloud contact center solution with unified communications and analytics for all call center operations
- Significant enhancements to BroadSoft Business portfolio for call centers
Adoption of cloud contact center solutions have grown quickly in the last several years, as traditional on-premise call centers have been attracted to the increased agility, reliability, and on-demand scalability offered by cloud-based contact center solutions. While cloud-based contact centers were initially adopted by greenfield and smaller call centers, mid to large enterprises are increasingly adopting cloud solutions to run their contact centers consisting of hundreds or thousands of agents.
Larger contact centers have historically relied on applications from multiple vendors to power their operations. These solutions are expensive to integrate and maintain, and create disparate data which makes it difficult to gain a complete, 360 degree view of contact center operations and the customer experience. As a result, these larger enterprises begin to adopt cloud solutions, and they are demanding pre-integrated, comprehensive solutions that provide broad functionality from a single vendor.
“The CC-One application enhancements announced today by
BroadSoft CC-One Workforce Optimization (WFO)
This integrated solution includes quality management analytics solutions, and can be combined with the CC-One Analyzer to give customers 360 degree insights into their data.
BroadSoft CC-One Speech Enabled IVR
The IVR solution now employs advanced speech technologies like automatic speech recognition (ASR) in multiple languages, user-verification via voice biometrics, and natural language integration to improve end-user experience and adoption.
“These enhancements to BroadSoft CC-One further our commitment to help enterprises of all sizes improve their contact center’s operational insights and business performance,” said
This press release contains forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. These forward-looking statements may be identified by their use of terms and phrases such as “will” and “can” and other similar terms and phrases and includes, among others, statements regarding the benefits to BroadSoft’s customers resulting from the use of BroadSoft’s CC-One application. The outcome of the events described in these forward-looking statements is subject to known and unknown risks, uncertainties and other factors that could cause actual results to differ materially from the results anticipated by these forward-looking statements, including, but not limited to, the financial and other benefits to
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