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.
"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
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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.
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
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