Mexico. BroadSoft. announces major enhancements to its omnichannel cloud solution for contact centers. The BroadSoft CC-One® solution now supports Workforce Optimization (WFO), including quality management, employee management and analytics; as well as voice-enabled interactive voice response (IVR).
The WFO suite integrates capabilities from Calabrio, a leader in customer analytics and engagement software, while voice IVR capabilities integrate capabilities from Inference, a leading provider of easy-to-use IVR applications.
The adoption of cloud contact center solutions has grown rapidly in recent years. Traditional contact centers have been attracted by the agility, reliability and scalability offered by cloud solutions that were initially only adopted by new, small call centers. Today, medium and large enterprises are increasingly adopting cloud solutions to manage their contact centers composed of hundreds or thousands of agents.
Larger contact centers have historically relied on multi-vendor applications to power their operations. These solutions have high integration and maintenance costs, as well as generating disparate data that makes it difficult to get a complete 360° view of contact center operations and customer experience. As a result, larger enterprises are beginning to adopt cloud solutions, and are demanding pre-integrated solutions that provide extensive functionality by a single vendor.
"The CC-One application enhancements announced by BroadSoft enable customers and service provider partners to benefit from combining simple management with integrated, better and tested applications," said Sheila McGee-Smith, founder of McGee-Smith Analytics, a leading industry analyst.
BroadSoft's integrated cloud-based workforce optimization suite and intuitive approach to building voice-enabled IVR applications will eliminate integration and affordability issues, allowing small and medium-sized customers to take advantage of applications that have been popular in large contact centers.
BroadSoft CC-One Workforce Optimization (WFO)
This integrated solution includes quality management analysis solutions and can be combined with the CC-One Analyzer to provide customers with 360-degree insights into their data.
BroadSoft CC-One Speech Enabled IVR
The IVR solution employs advanced speech technologies such as automatic speech recognition (ASR) in multiple languages, user verification through voice biometrics, and natural language integration to improve the experience and end-user adoption.
"These enhancements to BroadSoft's CC-One extend our commitment to helping businesses of all sizes improve their contact center operational knowledge and enterprise performance," said Arnab Mishra, broadSoft's vice president – Contact Center Solutions.
