02 Apr 2018

BROADSOFT CONTACT CENTER SOLUTION

Contact Center has long ceased to be a necessary operational expense. It is a valuable investment now; one that pays back in form of exponential business growth and increased profits and ROI. However, agent efficiency has been negatively impacted by deployment of multiple omni-channel contact center solutions. It has called for an increased and more Complex and expensive role of Management.

BroadSoft powered CC-One solutions offers a unified omni-channel contact center. It has an integrated IVY, outbound campaigns, voicemail in email, ACD, WFO and chat channels for customer interaction. The best part is that customer interaction data is stored in a single place over cloud and accessible systematically without hassle and choas.

Why should you opt for BroadSoft CC ONE solutions?

  1. A cloud contact center with Global queue:

BroadSoft’s Cloud Contact Center Solutions line up all Calls in a global queue. This means each caller gets same quality connection, same information and same preference regardless of their call location, time and call destination branch. Intelligent Call routing will direct calls to best available agent that can serve the purpose of the call.

  1. A cloud contact center solution with call recording:

Omni-channel solutions have centralized call quality management that records all Calls into a cloud repository that allows replay and call analysis for customer behaviour and agent performances. Calls can be stored and archived and tagged with customised keywords and other parameters that ensure easy retrieval and file management. All records will ensure  Contact Center Compliance with laws.

  1. An Enterprise Contact Center with Unified Communications:

BroadSoft is the market leading provider of VoIP services and unified communication solutions. It’s CC-One offers real time internal and external  collaboration with integrated UC options like UC One and Team One. This ensures a speedy resolution at first point of contact. UC enables a smooth customer service solution between managers, agents and other involved.

  1. A contact center technology with speech enabled IVR:

You can view the CC One graphic call flow builder for your defined IVR and call routing patterns. CC ONE comes with easy set up of prompt IVR and self service options. You can add customised integrations with CRM or order requests into call flows. Also included are automatic speech recognition  (ASR) and biometric user voice verification.

  1. A contact center software with CRM integration:

CC ONE can transfer data to and from your other third part applications like Microsoft Dynamics, Zendesk, Salesforce and Salesforce. All calls will be logged automatically. It also allows a quality contact center management that can review agent performance and understand customer attributes and behaviours.

  1. A virtual contact center with WFO and predictive analytics:

CC ONE maintains a unified record for all customer interactions and agent activities regardless of channels used. This valuable data of predictive analytics along with workforce management with dynamic quality management of contact center managers and intuitive scheduling and agent participation allows better productivity.

  1. A premium contact center with outbound campaigns:

BroadSoft powered CC ONE has outbound calling campaign automation that has integrated management preview options and progressive dialling functionalities. This optimises agent performances by routing call to the Right person with skills required to answer the objectives in question.

BroadSoft CC ONE is an effective way of managing customer interactions in a unified way despite the fact that customers can interact with calls, emails, chats and other multiple options; inclusive of social media. Unify your contact center regardless of how many locations or branches you have. Keep all interactions logged in same system for a premium omni-channel contact center.

  • agent efficiency has been negatively impacted by deployment of multiple omni-channel contact center solutions and calls for a unified solution.
  • CC ONE ensures a speedy resolution at first point of contact. UC enables a smooth customer service solution between managers, agents and other involved
  • BroadSoft’s Cloud Contact Center Solutions line up all Calls in a global queue. This means each caller gets same quality connection.
  • Omni-channel solutions have centralized call quality management that records all Calls into a cloud repository
  • BroadSoft Contact Center Software can transfer data to and from your other third party applications like Microsoft Dynamics, Zendesk, Salesforce and Salesforce.
  • CC One allows a quality contact center management that can review agent performance and understand customer attributes and behaviours.
  • CC ONE is a virtual contact center that maintains a unified record for all customer interactions and agent activities regardless of channels used.
  • BroadSoft contact center technology allows view of graphic call flow builder for your defined IVR and call routing patterns.
  • BroadSoft is the market leading provider of VoIP services and unified communication solutions offering real time internal and external
  • Unify your contact center regardless of how many locations or branches you have. Keep all interactions logged in same system in an omni-channel contact center.
  • All call records and interaction history in BroadSoft powered Cc-One will ensure Contact Center Compliance with laws
  • BroadSoft is the market leading provider of VoIP services and unified communication solutions with an Enterprise Contact Center Solution.
  • BroadSoft’s Cloud Contact Center line up all Calls in a global queue and offer Intelligent Call routing  and predictive analysis.

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