New BroadSoft CC-One Apps Enhance Cloud Contact Center Capabilities for Enterprise Call Centers
August 22 2017 - 8:00AM
BroadSoft, Inc. (NASDAQ:BSFT) a global market leader in cloud
business software for unified communication as a service (UCaaS),
and provider of collaboration and contact center as a service
(CCaaS), today announced significant enhancements to its
omni-channel cloud contact center solution. The BroadSoft
CC-One® 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
leader in customer engagement and analytics software, while the
speech IVR capabilities integrates capabilities from Inference, a
leading provider of easy-to-use, robust application IVR
applications.
Adoption of cloud contact center solutions have grown quickly in
the last several years, as traditional on-premise call centers have
been attracted to the increased agility, reliability, and on-demand
scalability offered by cloud-based contact center solutions. While
cloud-based contact centers were initially adopted by greenfield
and smaller call centers, mid to large enterprises are increasingly
adopting cloud solutions to run their contact centers consisting of
hundreds or thousands of agents.
Larger contact centers have historically relied on applications
from multiple vendors to power their operations. These solutions
are expensive to integrate and maintain, and create disparate data
which makes it difficult to gain a complete, 360 degree view of
contact center operations and the customer experience. As a result,
these larger enterprises begin to adopt cloud solutions, and they
are demanding pre-integrated, comprehensive solutions that provide
broad functionality from a single vendor.
“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 BroadSoft integrated cloud-based workforce optimization
suite and intuitive approach to building speech-enabled IVR
applications will eliminate integration and affordability issues,
allowing small and mid-market customers to take advantage of
applications that have long been popular in large contact
centers.
BroadSoft CC-One Workforce Optimization
(WFO)
This integrated solution includes quality management analytics
solutions, and can be combined with the CC-One Analyzer to give
customers 360 degree insights into their data.
BroadSoft CC-One Speech Enabled IVR
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.
Forward-Looking Statements
This press release contains forward-looking statements within
the meaning of the Private Securities Litigation Reform Act of
1995. These forward-looking statements may be identified by their
use of terms and phrases such as “will” and “can” and other similar
terms and phrases and includes, among others, statements regarding
the benefits to BroadSoft’s customers resulting from the use of
BroadSoft’s CC-One application. The outcome of the events described
in these forward-looking statements is subject to known and unknown
risks, uncertainties and other factors that could cause actual
results to differ materially from the results anticipated by these
forward-looking statements, including, but not limited to, the
financial and other benefits to BroadSoft resulting from the use of
the CC-One application, as well as those factors contained in the
“Risk Factors” section of BroadSoft’s Form 10-K for the year ended
December 31, 2016, filed with the Securities and Exchange
Commission, or SEC, on February 23, 2017, and in BroadSoft’s other
filings with the SEC. All information in this release is as of
August 22, 2017. Except as required by law, BroadSoft undertakes no
obligation to update publicly any forward-looking statement made
herein for any reason to conform the statement to actual results or
changes in its expectations.
About BroadSoft:
BroadSoft is the technology innovator in cloud
unified communications, team collaboration, and contact center
solutions for businesses and service providers across 80 countries.
We are the market share leader for cloud unified communications
with an open, mobile and secure platform trusted by 25 of the
world’s top 30 service providers by revenue. Our BroadSoft Business
application suite empowers users and teams to share ideas and work
simply to achieve breakthrough performance. For additional
information, visit www.BroadSoft.com.
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Media Contacts:
Matter for BroadSoft
Erin Knapp
Matter
617-502-6546
broadsoft@matternow.com
BroadSoft
Niaobh (Neve) Levestam
BroadSoft
+44 7919 605660
nlevestam@broadsoft.com
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