News : New BroadSoft CC-One Apps Enhance Cloud Contact Center Capabilities
Gaithersburg, MD, USA, Aug 22, 2017 -- BroadSoft, Inc. (NASDAQ:BSFT) a global market provider in cloud business software for unified communication as a service (UCaaS), and provider of collaboration and contact center as a service (CCaaS), announced enhancements to its omni-channel cloud contact center solution. The BroadSoft CC-One(R) solution now supports workforce optimization (WFO), including quality management, workforce management and WFO analytics, as well as speech-enabled interactive voice response (IVR). The WFO suite integrates capabilities from Calabrio, a provider in customer engagement and analytics software, while the speech IVR capabilities integrates capabilities from Inference, a provider of application IVR applications.
....NOTE - content continues below this message
SPONSOR MESSAGE: INVITATION!
We invite you and your colleagues to take a couple of days out of your busy schedule to join us and the elite in the industry to listen to the NEXT GENERATION Contact Center & Customer Engagement Best Practices - WORLD'S BEST IN 2018! - ALL AWARD WINNERS!.
FIND OUT MORE: HERE
"The CC-One application enhancements announced today by BroadSoft enable customers and service provider partners to benefit from the combination of simple, single-pane of glass administration with integrated, best of breed, time-tested applications," said Sheila McGee-Smith, the founder of, McGee-Smith Analytics, a leading industry analyst.
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 Arnab Mishra, vice president, BroadSoft contact center solutions.
#contactcenterworld, @broadsoftnews, @Calabrio
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Tracking Feedback
More Editorial From BroadSoft
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.
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
Published: Thursday, August 24, 2017
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
ConSol Limited is a provider of Contact Centre services, Customer Management Solutions and Business Process Outsourcing (BPO) to the Information Communication Industry in West Africa. ConSol bridges t...
Zendesk is inspiring the help desk 2.0 movement through a focus on enlightened customer support. As the first organization in the industry to leverage SaaS and the benefits of web-based communication ...
Upstream Works provides best-in-class Omnichannel Contact Center software to increase customer engagement and agent success. We bring the omnichannel customer journey together across all applications ...