News : American Red Cross Selects BroadSoft CC-One SaaS for Contact Center
Gaithersburg, MD, USA, February, 2017 -- BroadSoft, Inc. (NASDAQ:BSFT), a global unified communication software as a service (UCaaS) provider, announced that the American Red Cross(R) has selected the BroadSoft Business CC-One application, an analytics-driven cloud contact center solution – to better serve citizens during disaster response and relief efforts with a flexible and agile virtual call center model.
The American Red Cross' BroadSoft CC-One call center provides service nationally and to 60 regions around the country, offering ongoing customer care to disaster-affected clients. Red Cross was historically challenged by on-premise systems that were expensive to maintain and upgrade, required permanent connections to agents around the country, and that limited call center operations to a single location, in a single room, with volunteers and temporary paid staff working in long shifts.
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By implementing BroadSoft CC-One, Red Cross has been able to run its call center operations via Software-as-a-Service (SaaS) and shift to a virtual call center model that allows volunteers from anywhere in the country to support operations thousands of miles away. The on-demand SaaS functionality will also give Red Cross the on-demand flexibility and scalability to bring agents online from any location when needed during catastrophic events.
"For years, the Red Cross has run call centers in preparation for, and in response to, disasters of all shapes and sizes, and our historical model for call centers has always been in line with our mission in trying to best leverage the donor dollar and to engage and empower volunteers," said Luke Beckman, director for field and systems integration, American Red Cross National Headquarters. "We are always looking for ways to better serve people in need while working smarter, and these SaaS call center capabilities allow us to do so cost effectively, and with the flexibility and scalability required to fulfill our mission."
"BroadSoft CC-One is a game-changer for the Red Cross, delivering the ‘on-demand’ flexibility to scale agents and volunteers up and down based on rapidly evolving disaster and relief effort needs," adds Arnab Mishra, vice president, BroadSoft Contact Center. "We are thrilled to help support Red Cross and the critical humanitarian role it plays in relief efforts with our analytics-driven cloud software that redefines contact center performance."
#contactcenterworld, @broadsoftnews, @redcross
Posted by Veronica Silva Cusi, news correspondent
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BroadSoft provides software that enables mobile, fixed-line, and cable service providers to deliver voice and multimedia services over their IP-based networks. The Company's software, BroadWorks(R), enables service providers to provide enterprises and consumers with a range of cloud-based, or hosted, IP multimedia communications, such as hosted IP private branch exchanges, video calling, unified communications, collaboration and converged mobile and fixed-line services.
About American Red Cross:
Australia's collector, manufacturer and distributor of fresh blood and derived blood products. The National Contact Centre plays a critical role in ensuring sufficient donor appointments each week to maintain inventory.
Published: Friday, February 24, 2017
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