BroadSoft - ContactCenterWorld.com Blog
Page: 1 | 2
Your contact center systems provide you with a lot of data. There’s a lot of value in that data, if you just know how to reach it. Doing Customer Journey Analytics with your contact center data, data you already have, can help you understand your customers and how they engage with your business. These are the acres of diamonds that you can mine from the data right in your backyard.
To help you understand Customer Journey Analytics with contact center data, the BroadSoft CC-One team has created a three-part blog series to explain Customer Journey Analytics in the context of the contact center data you already have.
Part One: Customer Journey Analytics for the Contact Center
The first of this blog series explains the five levels of the customer journey: events, transactions, interactions, engagements, and the overall customer journey. At each stage of the customer journey, you have the opportunity to learn something that can improve, sometimes drastically improve, your business. Read more.
Part Two: Customer Journey Analytics - Importance to the Contact Center
The second of this blog series explains what is meant by Customer Journey Analytics as it relates to the call center. We discuss how customers interact with multiple touch points and how beneficial it is to look at your business from the outside in. Customer Analytics in the call center can help the call center become a strategic asset to the entire business. Read more.
Part Three: How To Do Customer Journey Analytics with Contact Center Data
The third of this blog series explains how you can do Customer Journey Analytics with the call center data you already have. We discuss how to integrate your call center data, combine events, and look for trends. It turns out that while doing Customer Journey Analytics with call center data may sound complicated, it doesn’t have to be. Read more.
We hope you find this series useful. The next BroadSoft CC-One blog series will be a deep dive into Customer Engagement Analytics.
Publish Date: July 28, 2017 5:00 AM
With all this news about hardware companies going out of business, you should really start looking at the cloud. If you’re worried about the longevity of the PBX company, that’s understandable. At the moment, Avaya, Toshiba, and other phone manufacturers are scrambling, but not to worry, your phone will still work.
However, if you've been sitting on the sideline waiting to upgrade to the latest suite of collaboration and video/web conferencing, this may be the push you need. Here are some suggestions on how to approach this new opportunity.
Assess Your Contract
Review your contract and determine where you are in your lifecycle. Do you have any scheduled maintenance planned or needed? What version of the system are you on? Are you up-to-date with your patches? What type of hardware inventory do you currently have in terms of handsets, desk phones, etc? Do you know if you still have the support needed from your existing manufacturer? Assess the damage before you jump to damage control.
This is an opportunity to get organized, eliminate the old way of working, and reduce the clutter from your existing cubicles. It may be time to refresh and consolidate users’ technology to the latest collaboration tools. Check to make sure you know:
- Needs and wants for communication systems
- How your team collaborates
- How many are in the office regularly
- If any offices need to rethink their space
Audit All of your Systems
Auditing your systems is an important step to get the most out of your workspace. Having multiple, disparate systems is cumbersome and inefficient. The solution to this problem is integrated technology. With integrated technology, the idea of one device providing multiple connection options to collaborate can be a reality for your workspace. Your workspace can be easily integrated with your phone, chat, and allow you to share files all in the same space. Many providers have a plethora of solutions including integrated call center and project workspaces which combine into a unified communication solution. Are you an Office 365 shop? Several of these same providers also offer the Office 365 and Skype 4 Business Integration. Integrating your technology can make your work more convenient and accessible.
Know your Options
Now that you’re considering switching to a new provider, you should lay out your wish list. Outline the requirements that you can't live without. Find the best providers by getting several quotes, and feel free to test drive a new option. Understand that easy integration is essential and that you need a provider that will customize a solution to meet all of your needs. A great way to start your integration journey is to send an RFP. This will allow multiple vendors the opportunity to respond and outline proposed paths to move forward. Once you know what you need, and know who can provide these services, you have a validated view of the options.
Move as fast or as slow as you want, BUT MOVE
Start now. Research, talk to your agent, and start to survey your employees. You may have a variety of legacy systems that you can start consolidating to reduce your overall costs. Who can benefit from new features and services, and go from there. This is a good time for some spring cleaning and transforming to a new way of working. Even if you go slowly, start your discovery now so that you can have the information and tools you need to make a decision.
Choose a Path and then Execute
Weigh the proposals against your company’s needs and wants to determine the most optimal path forward. Look at capabilities, costs, and ease of deployment. Use the number of systems it can replace as part of your justification and proposal to your management. Choose a path and execute it.
The Silver Lining
Unfortunately, PBX providers are going through difficult times, and you have to rework your phone system; however, this can be a catalyst for positive change. After all, you probably haven't looked for a new solution for the past 5 years or more because things were working just fine. Now that things are broken, you have an opportunity to fix them. Reduce your hardware and focus on the features of integrated collaboration, voice, workspace, etc. This can result in reduced rents, easier communication, and increased engagement of mobile staff which will help your company run more smoothly. Don't worry about the bankruptcy, embrace the opportunity. The cloud is making the task of moving to an integrated solution easier. Start playing with all of those “neat tools” and find the solution that integrates your systems and best works with your team.
Publish Date: July 18, 2017 5:00 AM
Omni-channel contact center communications means more than offering multiple channels. It means sharing information between those channels, and using customer, agent, channel and interaction information to offer the customer the best experience in whichever channel they prefer, be it email, chat, voice, SMS, or social.
To help companies understand omni-channel contact centers and what they do, the BroadSoft CC-One team has put together a four-part blog series to outline the “who,” “why,” “when,” and “how” of migrating a call center to a unified omni-channel contact center.
Part One: Who Needs Omni-Channel Contact Center Communications in a Unified Cloud Environment
In part one of the series, we explore the different types of companies that can benefit the most from moving to an omni-channel contact center. These include growing companies, companies opening new markets or relocating, and companies that need a more strategic approach to the channels they have. Read more.
Part Two: Top Six Reasons Why You Need an Omni-Channel Contact Center
In part two of the series, we look at the top reasons why a company would want to migrate to an omni-channel contact center system. We discuss the many benefits an omni-channel contact center provides, which include improved agent productivity, management visibility, business performance, customer experience, competitiveness and several others.Read more.
Part Three: When to Migrate to a Unified Omni-Channel Contact Center
In part three we discuss how you know when it’s the right time to migrate to a unified omni-channel contact center. For example, some signs it is time to upgrade to a unified omni-channel contact center environment is when it becomes complicated to manage and control business Key Performance Indicators (KPIs, including agent productivity and effectiveness), when competition becomes more intense, and when customer satisfaction starts to decline. Read more.
Part Four: How to Implement an Omni-Channel Strategy
In part four we discuss recommended best practices for implementing an omni-channel strategy, including creating customer personas, analyzing call resolution and customer satisfaction data, and how to prioritize and phase-in the migration for a graceful and successful rollout. Read more.
We hope you find this series useful. The next BroadSoft CC-One blog series will be be about analytics: customer engagement analytics, call center analytics and contact center analytics.
Publish Date: July 5, 2017 5:00 AM
It’s a big decision to move an on-premise call center to the cloud. Since contact centers are mission-critical to every business, it’s important not to take any chances.
To help companies determine if the cloud is right for their contact center and to understand what will be involved in the process, the BroadSoft CC-One team has put together a four-part blog series to outline the “who,” “why,” “when,” and “how” of migrating a contact center to the cloud. We hope these blogs help you understand who should migrate to the cloud, the benefits of a cloud call center, when companies should make the move, and best practices for the evaluation and migration process.
Part One: Who Should Migrate Their Call Center to the Cloud - 16 Questions to Ask
In part one of the series, we explore the different types of companies that can benefit the most from moving to the cloud. These include growing companies, companies with expensive and/or outdated legacy systems, and companies experiencing business performance issues. Read more.
Part Two: Top 10 Reasons Why To Migrate Your Contact Center to the Cloud
In part two of the series, we look at the top reasons why a company would want to migrate an on-premise call center system to the cloud, including increasing contact center productivity and performance, gaining visibility into different call center sites and systems, gaining competitive advantage, improving customer experiences. In addition to these business advantages, we cover the overall benefits of the cloud such as reducing OpEx and better scalability, reliability and disaster recovery. Read more.
Part Three: When to Migrate Your Contact Center to the Cloud
In part three we discuss when it is time to migrate a contact center to the cloud. Here we outline the many challenging situations that drive the decision to move to the cloud, and how these are really opportunities to take stock of an existing call center and improve the business by migrating to the next generation of contact center functionality. Read more.
Part Four: How to Migrate to a Cloud Call Center
Last but not least, once a business decides it’s time for its contact center to make the move to the cloud, a plan needs to be made. In this post, we discuss how to make an assessment of existing call center systems and sites, find the right provider and migration tools, and create a blueprint for the move to the cloud. Read more.
We hope you find this series useful. The next BroadSoft CC-One blog series will be cover the “who,” “why,” “when,” and “how” of omni-channel contact centers.
Publish Date: June 1, 2017 5:00 AM
Things sure have changed over the last several years. If you look back to early 2009, two of the top three market share leaders have gone bankrupt (first Nortel and now Avaya), and Siemens exited the market. Even recently, the premise-based media darling, ShoreTel, has fallen on hard times.
So, what’s going on? Enterprise communication buyers are moving to the cloud and quickly. Analysts estimate that 20% of the global license shipments were cloud based in 2016 and they project the number will reach 25% this year. Cloud shipments are expected to surpass premise shipments in 2020.
Avaya unified communication and contact center customers are no different. When they decide to replace, enhance or simply add new users to their systems, their executives and stakeholders will expect them to evaluate cloud solutions. And if today’s analyst projections are correct, the majority of them will choose cloud solutions due to reduced management and financial complexity and their superior flexibility, mobility, productivity and customer engagement capabilities.
There are five reasons that I believe Avaya customers will find BroadSoft the most attractive cloud solution:
• Proven and secure cloud platform selected by 25 of the world’s top 30 service providers by revenue and hundreds more across 80+ countries worldwide.
• Market share leader with approximately 40% of the global installed base—3 times that of the next nearest Cisco and 10 times RingCentral.
• Scalable and reliable solution with proven success in micro, small, mid-market, large, government and education segments including the Mariott, the U.S. Senate and Montgomery College.
• Comprehensive and integrated BroadSoft Business application suite including SIP trunking, PBX, unified communications, native mobility, team collaboration and contact centers.
• Strong channel partners, customer support and financials.
Avaya customers require reliable solutions, rich capabilities, scalability and strong global support infrastructures. BroadSoft is the only cloud solution that can deliver on these requirements.
Publish Date: March 15, 2017 5:00 AM
Your Office on Your Phone: How Much of Your Office Communications Can You Expect to Use on Your Smartphone?
I’ve spent most of my career on the road, and having my office-on-my-phone has been the holy grail well before Apple launched the iPhone. Twenty years ago technologies like computer telephony integration (CTI) introduced features such as call screening and simultaneous ringing with a toll-free number, but we’ve come a long way since then.
Networks have evolved with mobile high-speed internet access available everywhere on the planet. Globally the number of smartphone users has reached 2.1 billion, and is expected to pass the five billion mark by 2019. And since SaaS offerings generally include a mobile component, we’re seeing a corresponding abundance of mobile business app usage in the enterprise.
The four key Unified Communications (UC) features I can’t live without when I’m on the road include: instant messaging (IM), presence status, conferencing, and access to shared files.
Typically, these types of apps are silo’d on our phones, making our work experience disconnected, cumbersome and inefficient. With over 80% mobile workers using text messaging for business today, and mobile workers spending more than 60% of their time on the road, staying connected to colleagues, knowing when they’re free to talk or chat, and being able to access files we’ve shared are essential to productivity and competitive advantage.
So that leaves a somewhat rhetorical question, “Can we reasonably expect full access to all our office communications tools when we’re on the road?”.
Using Your Mobile as Your Primary Work Phone
Historically, we’ve grown accustomed to having only basic calling features from our mobile devices, but the reality is we need much more than that. Those limitations have been alleviated with sophisticated mobile UC apps such as BroadSoft UC-One, which takes advantage of mobile phone OS/API enhancements that improve the usability of those apps.
Most recently, Apple introduced a CallKit for IOS10, which allows UC app developers to take advantage of the iPhone’s native call handling features to improve the user experience. This means mobile workers can use their UC app, in much the same way they use their iPhone native calling screen for personal phone calls. Some examples include dialing UC calls directly from their native contacts, answering a UC call from a locked screen, and most importantly, not having UC VoIP calls disconnected by incoming non-VoIP calls.
Enterprise-wide instant messaging is the new normal for quick communications and in many cases, especially in small business, has significantly reduced unnecessary email usage resulting in faster response times and improved workflows.
While business messaging has become a mainstay of corporate communications, its use on mobile devices has been hampered by battery and connectivity problems.
Additionally, messaging apps designed for laptop UIs didn’t work well on the small screen sizes of smartphones. Recently iOS/Android notification frameworks have greatly improved the reliability of corporate IMs. As a result, mobile UC apps like UC-One Connect can now run in the background, consuming small amounts of battery and network connectivity, and when messages are sent to the user, iOS/Android notification frameworks alert the user and make the app active.
Telephony presence status integration is an unexpected benefit because the UC platform understands the ACTUAL presence status of the user, versus the scheduled status of the user—for example it knows when I’m mobile, on a call or offline. And storing messages in the cloud allows a ubiquity of service, regardless of the device or network being used.
Integration and Access to Other Corporate Apps
Typical businesses are using 25-30 applications for a variety of purposes, and virtually all offer an iOS and Android version. The top 5 cloud apps used at work are Microsoft Office 365, Salesforce.com, Box, Amazon Web Services and Google Suite; all of which are consumed very easily while on the road.
In fact, 59% of employees use their mobile devices to access these types of apps. Initial mobile versions of the applications were sub-par, suffering from the same deficiencies as UC apps; the desktop version was just ported over to the phone, making the apps hard to use, resulting in major usability problems. Today’s versions are now created with the mobile use-case in mind, considering that the method of interaction is a pane a glass and not a keyboard and mouse. However, these business apps aren’t talking to the UC apps, creating communication and technology silos which are perpetually impeding efficiency and productivity.
Open APIs are a start to help tear down these silos, and all of the major cloud providers expose a robust set of APIs. Contextual UC features such as those in BroadSoft Hub are an example of how the utilization of APIs from Microsoft Office 365, G-suite and Salesforce.com remove the barriers of silo’d apps, by associating the person who you’re communicating with, with the relevant artifacts (docs, presentations, emails, shared files, social posts, etc.) stored in those cloud apps.
The idea is to eradicate “Let me call you back in a few minutes while I search for that document” from the lexicon of today’s knowledge workers, and bring them the context they need to have smarter and more informed communications which lead to faster decision making and problem solving.
All in all, the user experience and productivity for mobile professionals has significantly improved over the past 2 years primarily due to enhancements to cloud services, APIs, mobile devices, and design enhancements focused on usability and a “mobile-first” user experience.
Can we reasonably expect full access to all our office communications tools when we’re on the road? I can confidently say yes.
Want to learn more about BroadSoft’s compelling mobility offerings?
Publish Date: February 21, 2017 5:00 AM
The last thing your business needs is a dead-end telecom investment. In fact, industry analysts predict that greater than 50% of PBX replacements will go to cloud-hosted solutions within the next three years. But should you panic? No! Here are five sensible ways you can migrate over time to the cloud without losing your mind and your money.
1. Meet your new money maker – SIP Trunking
SIP Trunking saves you money by combining data, voice and video into a single line that feeds into your all your office locations, reducing network expenses and allowing you to migrate to the cloud on your own terms—from both a cost and timeframe perspective.
2. Don’t Rip and Replace!
By replacing your conventional PSTN trunk with a SIP trunk, you can keep your existing on-premises PBX infrastructure, interoperate with cloud unified communications and still get access to new cloud-based apps and services such as Unified Communications (UC), team collaboration and contact center solutions—delivered to your location(s) via a SIP trunk.
3. Go Hybrid or Go Home
It’s often too risky to do an all-out swap over to a cloud solution, yet some of your users and sites may need more than a SIP trunking solution. Mobile users, new sites, systems that need replacement or departments that need new functionality are all good candidates, while other locations can wait before moving over. Bottom line, this means that your old PBXs can co-exist and interwork via SIP for as long as those systems have a useful economic life, as you start bringing in new services at your own pace.
4. Contact Center Nirvana - Routing in the Cloud
One of the most compelling reasons to migrate to the cloud is the extensive benefits that a cloud-based contact center can offer, as opposed to premises-based call centers. Utilizing SIP trunking allows you to retain in-place premise contact centers while newer locations or on-demand agents can migrate to the cloud.
Here are some of the top benefits that cloud contact centers can offer:
- • Supports hybrid configurations seamlessly by uniting multiple centers/locations, including remote workers and mobile agents, under one management umbrella
- • Lets you easily scale up and down as your agent needs fluctuate (on-demand model)
- • Automatically manages call volumes across all locations with “cloud routing”—think of it as a unified call queue in the cloud that distributes calls evenly between agents across multiple centers and locations
- • Click here to learn more about BroadSoft Contact Center advantages.
5. Selecting a Proven Market Leading Vendor
Did you know that BroadSoft is the global market share leader in cloud unified communications with 41% share, according to Frost & Sullivan—3.5 times more than Cisco the next nearest competitor and over 10x more than RingCentral. Our BroadSoft Business software suite is trusted by over 600 service providers across 80 countries, including 25 of the world’s top 30 service providers by revenue, for unified communications, collaboration and contact center solutions for businesses of all types and sizes.
Want more information on how BroadSoft and our service provider partners can help you transition to cloud-based communications, collaboration and contact centers?
Publish Date: February 9, 2017 5:00 AM
It’s a familiar story, and one we’re very much used to hearing at BroadSoft. In order to combat these problems we hear about time and time again - and let’s face it, experience ourselves - we are launching two new mobile-first apps to improve the user experience of workers on the move. Both were unveiled this week at BroadSoft Connections 2016, where the theme was ‘Let’s Change the Game’.
We want people to be just as productive when they’re on their mobile as at their desk. The reality is, most of us spend a large proportion of our day out of the office. In fact, the latest figures suggest 50% of workers now use their mobile as their primary device.
When so much of our working day involves being away from our desk, teams need quick and mobile communications to keep productive and connected.
Optimised for the mobile experience, UC-One Connect allows you to bring your office wherever you go, enabling you to chat, check presence and call using your business identity from your personal Apple or Android mobile devices.
UC-One Meet saves time and inconvenience by letting you join and host conference calls with one-touch from your mobile phone, using your business identity.
Our primary aim in developing these brand new apps is to address two key communications problems faced when people are on the go. Because ultimately, we want to make work - simple!
Publish Date: November 17, 2016 5:00 AM
There is no doubt that cloud is the future and service providers need to transform themselves. Cloud architectures essentially are designs of software applications where the underlying computing infrastructure is only used when it is needed, so it will enable rapid service delivery with a cost efficient use of resources.
Why Do Efficient Use of Resources Matter?
Efficient cloud architecture applications draw the necessary resources on demand to perform a specific job and then relinquish resources after the job is done. The applications should be able to scale elastically based on resource needs. The value to the service provider is to be able to break away from the old model of capacity planning on expensive purpose-built hardware appliances, which constrict rapid software roll-outs and get to the nirvana of speed of innovation and always available services—with web scale and mobile centric user experiences.
For an application that is software based, moving to the cloud is just a natural evolution. Whereby the computing, networking, and storage resources can be provisioned and released elastically in an on-demand, self-service manner. These principles allow software deployment in private cloud infrastructures using VMware, Vsphere, OpenStack or in public cloud infrastructures such as Amazon Web Services (AWS), Google Cloud, or Microsoft Azure.
Why Should UC Service Providers Care?
They should care because businesses today demand rapid innovation of virtual-centric, high-scale solutions at competitive prices. Service providers can leverage cost savings by using underlying infrastructure efficiently and introduce services rapidly—a direction the rest of their competitive landscape is going in. The old model—of enterprises waiting for weeks or months for a new feature to roll out—is now being replaced by a rapid timescale of days or even minutes.
Compare the typical roll out of a new UC feature to cloud-based companies that deploy hundreds of times a day. Frequent deployments mean recovering from mistakes quickly to realizing a change in service in minutes. This is unheard of in typical service provider roll-out practices but would be welcome by businesses—with key aspects to balance speed being safety, visibility, fault isolation/fault tolerance, automated recovery, and scale.
An application should also be decomposed into independently deployable components such that service providers can experiment with rolling out new services to a small percentage of their customer base, get feedback, and make informed business decisions. Smaller components prevent failure in one of those components to cascade across the system. It should have the resiliency and fault tolerance to automatically detect and recover when a failure is identified. These aspects are enabled with a microservices-based, cloud-native architecture—a shift from monolithic application architectures.
Enabling scalability to meet increasing demands is another driver for all this transformation. In the past, demand was handled by scaling vertically with larger servers. Capacity planning exercises were typically based on peak usage forecasting, which was expensive and slowed down new roll-outs, enhancements, and upgrades.
Virtualizing servers into smaller servers helps alleviate poor utilization of large servers. As the unit of application deployment shifts away from monolithic applications, another major shift is happening by moving virtual servers to containers.
How BroadSoft Can Help
While service providers are following NFV standards, BroadSoft can fit into any cloud architecture chosen by service providers either in their private clouds or on a public cloud infrastructure such as AWS or Google Cloud. While BroadSoft has always offered a software only and hardware agnostic platform that has been virtualized for years, it fits very well into a cloud architecture—enabling orchestration and rapid service delivery.
BroadSoft continues to evolve its software architecture—with decomposed functional elements to enable micro services—while tapping into the containerization model. It helps carriers deploy services rapidly while leveraging cost savings from using the underlying infrastructure more efficiently. Join us at our Connections 2016 User Conference for more discussions on this topic.
Learn more about how to ensure your success in the new world of cloud business with Network Function Virtualization. Click on the button below to get a copy of our BroadWorks capabilities brief.
Publish Date: August 15, 2016 5:00 AM
More and more organizations today are moving to unified communications (UC) platforms for better communications within their organization—with their customers and with their partners. These platforms combine voice, email, chat, and web into a seamless omni-channel experience for its users. They boast of a number of features, but most of them provide either static or rule-based experiences. Given that these platforms generate tons of data, can this data be used to improve user experiences in an intelligent manner?
Predictive Analytics is starting to play an increasingly vital role in predicting user intentions. Whether its search engines, online shopping, or crime prevention, past data is increasingly used to predict future behavior. The growth of big data and cloud technologies is enabling these use cases. So what role does predictive analytics play in unified communications? What kind of use cases exist?
The basic requirement ofcourse is that the interaction data from these channels are collected, aggregated, and mined to generate user behavior profiles. Based on these, the following use cases are possible.
Every user has to browse through a number of offline communications at any time—emails, chats, and voicemails. These messages are presented to them in chronological order through independent applications. What if we create an application that combines all these interactions into one? And how about this application actually sorting these interactions in the priority you want to see them rather than in chronological order? For example, an email thread having a lot of threads in the last 30 minutes would get higher priority than an email sent to the entire organization. Machine learning can be used to understand past behavior of users based on which interactions he/she responds quickly to and use that for future sorting. This would help busy users pay attention to key issues especially when they are mobile or in a meeting.
One of the key features of UC platforms is presence. Presence helps platforms to route interactions to the user in an effective manner. The platform figures out the user’s presence through explicit settings, manual input, or device activity. But what if presence information is not available at any time? Can we predict presence? Based on the user’s past presence history and current information like calendar schedules, we can predict what the user is doing now and try to intelligently route interactions.
You see your desktop / phone ringing and the caller ID shows that it’s a key customer or your supervisor’s supervisor. You begin wondering what this phone call is for. What are they going to talk about? Do you have all relevant information at your fingertips? Wouldn’t it be great if there is an application that can predict the intent of the caller and pull up all relevant information on your desktop? For example, it can figure out that this customer is having a critical incident going on and pull up relevant records/emails. Past and current behavior can be used to predict future behavior. Predicting intent and then acting on that prediction to pull up relevant information would be of great help to all people, especially those working on the customer front.
Any kind of interaction can start going the wrong way. Emotions can start flaring and discussions can turn into arguments. It may be between peers or between customers and representatives. It is important for supervisors to sense that things are going wrong and intervene to set things on the right course. Real time sentiment analysis on email threads or voice calls can help predict degrading sentiments and generate real time escalations to higher ups for immediate intervention. This kind of escalation will alleviate the need for supervisors to always stay “online” and watch for such incidents. Rather, they can focus on more important stuff and intervene only on alerts.
When organizations adapt UC platforms, their success depends upon universal adoption, but not all users are going to get onboard from day one. They might continue to stick to their older communication means. In order to obtain true value from their UC investment, organizations need to promote adoption and take action when it is lacking. Machine learning can help understand user behavior and identify groups of users who need better training (or warnings). It can also spot trends of improving/declining user adoption. This information can help organizations to take corrective measures to ensure success of their UC adoption.
Predictive analytics is in very early stages in the UC world. But it has a lot of value in creating better experiences for its users.
Publish Date: May 11, 2016 5:00 AM
Ensuring the operational success of our service providers is a top priority at BroadSoft. With that goal in mind, we recently expanded our training services with a new BroadWorks Certification program. This certification program helps service providers master the technologies and practices needed to sell, install, maintain, and administrate the BroadWorks solution, which is currently deployed in 26 of the top 30 largest service providers worldwide.
BroadWorks certifications are classroom-based, instructor-led courses available at locations around the world and on customer sites. We offer certifications in engineering, operations, product management, sales engineering and sales. These certifications foster a fundamental knowledge of BroadWorks and help our service providers realize success.
There are two main tracks in the BroadWorks Certification program: engineering and business. We also offer specializations in UC-One, Enterprise Portal, IMS, Trunking, Mobility and Contact Center.
The BroadWorks Certified Engineering Track program provides network and operations engineers with the knowledge and skills to successfully implement and support BroadWorks integration and scaling in the network. There are four certification distinctions in the engineering track, for which participants will be tested on different objectives based on their enrolled track
- • BroadWorks Certified Network Engineer – Professional
- • BroadWorks Certified Network Engineer – Specialist
- • BroadWorks Certified Operations Engineer – Professional
- • BroadWorks Certified Operations Engineer – Specialist
Network and operations engineers that complete the professional certification will gain a solid understanding of the basic role and function of each BroadWorks server within a standalone implementation of a BroadWorks network. The course focuses on the bare minimum functionality to achieve basic service delivery (application server, network server, extended services platform, profile server and media server) and the principles of troubleshooting a BroadWorks network
Specialist certifications expand the learning to include optional server technologies and provide a more technically detailed and complete view of the role and function of all BroadWorks servers within a standalone implementation of a BroadWorks network. Specialist certifications also focus on support requirements to maintaining high availability as well as fraud management and service hardening best practices.
The BroadSoft Certification Business Track program provides users with the knowledge and skills to successfully deliver pre-sales support for the BroadWorks hosted solution. Participants will be tested on different objectives based on their enrolled track.
- • BroadWorks Certified Sales – Professional
- • BroadWorks Certified Sales Engineer – Professional
- • BroadWorks Certified Product Manager – Professional
- • BroadWorks Certified Sales – Specialist
- • BroadWorks Certified Sales Engineer – Specialist
- • BroadWorks Certified Product Manager – Specialist
The sales and product manager professional courses focus on the solutions available in the BroadWorks portfolio along with best practices and tools to determine the proper BroadWorks service solution for a given BroadWorks deployment. Specialist certifications in the business track expand the learning to provide candidates the ability to explain and demonstrate BroadWorks Hosted Solutions in a customer-facing environment. The flow of the Specialist course will repeat the same steps through several product demonstrations
Class Structure & Training Facilities
Participants in all tracks must complete an e-learning module prior to attending any of the certification courses. Certifications courses range from five to eight days, depending on track.
BroadSoft offers our full curriculum of certifications year-round at our headquarters classroom in Maryland, as well as selected certifications at other worldwide facilities. We provide a professionally equipped training environment with dedicated BroadWorks platform access, customer premise equipment, and software applications engineered specifically for participants. Class time is divided into both lectures and practical applications with an emphasis on individual attention and student/peer interaction in conjunction with BroadWorks certified instructors
For a full listing of BroadSoft training courses and locations, download our BroadWorks Certification program course catalogue at training.broadsoft.com.
Publish Date: May 6, 2016 5:00 AM
The workplace has evolved at an unimaginable pace in the last few years. The very definition of work, as we know it, is being conclusively altered. No longer is work limited to a “brick and mortar” location where we must customarily show up to prove our efficiency. The pattern of the “daily grind”—of employees commuting to their office location for a fixed number of hours at a fixed location—is quickly reaching a point of obsolescence.
The truth is that in this age of unreserved globalization, workers routinely stretch their efforts beyond regular hours. They are driven to meet multiple deadlines, resolve problems, and make fast decisions not only within the confines of their own geography but across multiple time zones and locations. Information sharing, collaboration efforts, and team communication is a constant need not limited to fixed hours of the day. This “new normal” in our work lives challenges the very notion of when, where, and how we come together as a global workforce to achieve solid business outcomes.
Not only that. Employees also crave work-life balance that allows them to manage family obligations with professional responsibilities without having to bargain on either. To be successful at achieving this balance, enterprises need a flexible unified communications approach towards achieving business productivity by offering employees an on-the-go work environment equipped with a variety of communication tools, collaboration hubs, information sharing mechanisms, and uninterrupted connectivity with coworkers.
BroadSoft’s newest portfolio of UC-One apps help teams reach new levels of enterprise productivity through an integrated user experience. Our new offering, the UC-One Communicator app is available as a desktop client, as well as a mobile or tablet app. Offering easy access to a full suite of Unified Communication (UC) services and ideal for the power user, it allows users to send instant messages, start a voice or video call, join a conference, and share files and screens. It integrates with the most common calendar and email clients, ensuring that users can stay connected through one simple application to access all of their business needs. The UC-Communicator for Chrome is designed to complement the Google Chrome ecosystem. Integrated with the Google Apps for Work, it is ideal for workers in a Google cloud-based environment, providing access to work communications from any Chrome-enabled desktop or laptop. UC-One Connect is a mobile-first app for iOS and Android operating systems. Designed for the worker on the move, it is perfect for staying connected with online coworkers for quick information sharing.
Enabling an “on-the-go” generation of employees to communicate and collaborate from any location on any device is no longer a matter of choice for enterprises—it is the inevitable reality of the future of work. Download our “UC-One Mobile Apps for the Anywhere Workplace” brochure for more details on our mobile app portfolio.
Publish Date: April 29, 2016 5:00 AM
We had recently discussed how cloud communications directly supports the mid-market’s primary business objectives. Empowering its users with technologies to make them more productive is a key driver for cloud-based UC in the mid-market. But it’s not the only reason why IT departments in the mid-market segment are increasingly paying attention to the cloud. Cloud-based UC also addresses many of the IT challenges that mid-market teams struggle with.
Mid-market IT teams face many of the same challenges that large enterprises do. They struggle to make effective and timely IT investments and to keep the technology skills of IT staff current. But, unlike large enterprises that have the resources to support multiple platforms and components to create best-of-breed solutions, the mid-market has limited IT resources.
Cloud-based UC services are uniquely positioned to meet these IT challenges. Service providers that understand both IT challenges and business objectives of the mid-market will be better positioned to help their customers adopt the cloud:
Timely and Effective IT Investments
Mid-size businesses can’t afford to waste time and money on the wrong technology. Making timely IT investments is the top challenge for 57% of mid-size decision makers, according to survey data from Frost & Sullivan. Cloud UC services help to solve this problem; they allow mid-market companies to invest in the tools they need today with the ability to quickly scale on-demand and adjust capabilities to meet changing needs. Unlike upfront capital expenditures, a subscription cloud model allows mid-size businesses to easily add new services or migrate providers as needs change.
Repurpose IT Resources
User and device administration is simple with cloud-based UC services. Mid-size companies don’t need to hire additional headcount or develop in-house expertise. Instead, they get easy access to advanced functionality and service provider expertise. IT staff are freed up to focus on other, strategic initiatives.
Disaster Recovery and Business Continuity
On-premises telephony and UC platforms typically need redundant hardware and software in an alternate location for business continuity and disaster recovery. This is often cost-prohibitive for mid-size businesses. Cloud UC services are more resistant to disaster events in specific regions because they are usually deployed in redundant data centers. This makes Cloud UC inherently fault-tolerant.
Cloud UC offers significant benefits to both users and IT staff at mid-market companies. These services deliver fast access to the latest features, relieve workloads for IT departments and provide scalable, affordable growth. Most importantly, cloud UC offers what mid-market business users need—increased productivity through better collaboration.
The mid-market segment should prioritize their distinctive business communications and collaboration needs including factoring in their existing IT staff capabilities. By clearly defining a unique set of requirements and choosing a service provider who is committed to meeting them, it can then deploy a cloud UC solution offers maximum return on investment in the long run.
Publish Date: April 19, 2016 5:00 AM
It’s hard to find anyone without a smartphone in hand these days. We are besotted with the idea of staying continuously connected as we move through our day. And unlike many trends, using smartphones and other mobile devices clearly crosses generations – from tech-savvy millennial’s to their sometimes equally tech-savvy grandparents.
It should be no surprise that businesses are embracing mobility. A recent survey by Tech Pro Research shows a solid rise in the Bring-Your-Own-Device (BYOD) movement, with 74 percent of organizations already allowing or planning to allow their employees to bring their own smartphone, laptop, or tablet to work – a strategy designed to help organizations reduce both hardware and service costs. BYOD has grown in concept in the last few years. A rising interest in the development of wearable devices and the Internet of Things (IOT) is compelling BYOD to evolve even further.
A recent article in Small Business Trends says that if your business hasn’t jumped aboard the mobility bandwagon, now is the time. Here are a few of the many advantages they point to:
Get More Done from Anywhere, at Any Time
You no longer have to choose between waiting in the office for an important call and missing an offsite appointment. Instead, you can have it both ways. With the right mobile communication app, you can have your office line follow you wherever you are or travel. You can have access to office directories and powerful business communication features— like voice and video conferencing — just as if you were in the office. All this means you can get more done and can respond more quickly to customers and colleagues, driving improvements in sales, and customer service.
Reduce the Office Footprint
When you and your team are equipped with enterprise productivity apps that help you work efficiently on the go, you have the freedom to move away from a traditional office environment. You may find it makes more sense for some or all employees to move to home offices, using their smartphones and Internet connection to collaborate. And even if you are committed to a traditional office setting, you still benefit when workers can check in easily from home or vacation to review and respond to urgent messages that can impact your bottom line.
Increase Employee Engagement
Turnover can be costly, and so can workers who are less than fully engaged in your company and the work they do. Millennials and other young workers have grown up with a smartphone in hand and technology in their DNA. They are going to be on their smartphone regardless. Rather than have the technology become a distraction, it’s time to embrace each worker’s mobile device of choice. Make the technology they love an integral part of your workplace.
Service providers who support the mobility rage should acquaint their enterprise customers to the wide variety of multi-device unified communications and collaboration apps that benefit businesses.
BroadSoft UC-One is our portfolio of cloud-based communication and collaboration solutions designed for business, but delivered by trusted service providers around the globe. Our newest additions to the portfolio — a suite of three desktop and mobile user experience apps — help business teams reach new levels of communication and productivity through a unified user experience, both within and outside the organization.
Publish Date: April 13, 2016 5:00 AM
Mid-market businesses are a relatively untapped market for service providers in the cloud-based unified communications (UC) arena. The growth potential of this market is astounding—cloud UC market penetration is expected to grow 7x in the midmarket segment by 2020, more than any other segment. This means we’ll go from 5% UCaaS/Hosted PBX market penetration to 37% in the mid-market.
With cloud UC adoption picking up pace, service providers that understand the business objectives of the mid-market segment will be ready to seize this opportunity. That’s because their business objectives have a direct impact on their technology purchase decisions; mid-market businesses approach technology as a competitive advantage.
The mid-market business segment is ripe for cloud-based UC services because unified communications directly support their primary business objectives. Let's look a little deeper at how:
Productivity improvement is a top business driver for 80% of mid-size IT decision makers. Cloud-based UC empowers users and teams with a full range of UC apps that are specifically designed to make them more productive. What’s more, cloud-based UC solutions facilitate collaboration which is another top business driver for 70% of mid-size businesses.
Staying Ahead of the Curve
Mid-market businesses also want to stay ahead of the curve, which is a key driver for 68% of mid-market IT decision makers. In the cloud, mid-size businesses have the latest UC technologies at their disposal. Upgrades are tested and deployed seamlessly and more frequently than on-premises solutions.
Whether a mid-market business, large enterprise or small business, everyone wants to reduce costs. Lowering costs ranks near the top of what motivates mid-market IT decision makers. Cloud UC delivers robust communications and collaboration tools without the associated upfront capital expenditure, deployment cost, and ongoing maintenance of on-premises solutions.
Supporting Multiple Locations
Cloud-based UC services are designed for accessibility from anywhere with minimal IT intervention. With the rise of the millenials in the workplace, flexible schedules and remote working are becoming commonplace. Cloud-based UC solutions enable mid-market organisations to have their employees effectively collaborate with other colleagues regardless of their location.
While lowering costs is universal for businesses of all sizes, you can’t treat the mid-market decision maker like you would a very large enterprise or a small business. Service providers that understand the unique business objectives of the mid-market segment will be able to differentiate their offers and capitalize on the positive momentum in UC cloud adoption.
Publish Date: April 5, 2016 5:00 AM
Page: 1 | 2