BroadSoft CC-One cloud contact center solution integrates with unified communications and team collaboration applications to accelerate first contact resolution
GAITHERSBURG, Md., Nov. 15, 2016 (GLOBE NEWSWIRE) — 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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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 “enables” and “can,” and other similar terms and phrases and include, among others, statements regarding the benefits to BroadSoft’s customers resulting from the use of the CC-One solution. 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 BroadSoft resulting from the use of CC-One by its service provider customers as those factors contained in the “Risk Factors” section of BroadSoft’s Form 10-K for the year ended December 31, 2015, filed with the Securities and Exchange Commission, or SEC, on February 29, 2016, and in BroadSoft’s other filings with the SEC. All information in this release is as of November 15, 2016. Except as required by law, BroadSoft undertakes no obligation to update publicly any forward-looking statement made herein for any reason to conform the statement to actual results or changes in its expectations.
BroadSoft is the technology innovator in cloud communications, collaboration, and contact center solutions for businesses and service providers across 80 countries. We are the market share leader for cloud unified communications with an open, mobile and secure platform trusted by 25 of the world’s top 30 service providers by revenue. Our BroadSoft Business application suite empowers users and teams to share ideas and work simply to achieve breakthrough performance.
For additional information, visit www.BroadSoft.com.
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