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.
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"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.
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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, Inc. develops and markets Calabrio ONE®, a comprehensive suite of contact center workforce optimization software that’s easy to implement, use and maintain. Calabrio ONE includes call recording, quality assurance, workforce management, speech analytics and performance-based dashboards and reporting. Calabrio ONE is flexible – providing product bundles and add-ons that make it easy for customers to begin with the right set of applications and features for their business today, then build on their success with new applications and features as their business matures and their needs evolve. Calabrio ONE is built on a modern Web 2.0-based architecture that allows the contact center to integrate new applications easily, as well as personalize and optimize the desktop toolset for each user – agents, supervisors, managers, knowledge workers, and executives.
Published: Thursday, August 24, 2017
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