Proactive Customer Engagement Experiences Embraced by BroadSoft CC-One

New CRM integrations, agent UIs, and campaign management solutions for CC-One

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BroadSoftCCOne
Unified Communications

Published: October 30, 2017

Rebekah Carter - Writer

Rebekah Carter

BroadSoft is doing everything it can to enhance and improve its UCaaS and CCaaS market offerings this year. Following the recent updates revealed at the annual BroadSoft Connections conference, we’ve learned that they’ll be expanding their global footprint, improving their Team-One services, and introducing new UC options to the enterprise market.

On the cloud contact centre side of things, BroadSoft CC-One, the company’s flagship CCaaS solution, has seen its own share of upgrades, ranging all the way from an improved user interface, to more intuitive omni-channel UC capabilities.

The Latest Updates to BroadSoft CC-One

By introducing a collection of new CRM integrations, improved PCI Level 1 compliance, and countless other product updates, BroadSoft has effectively made their CC-One application more competitive than ever for companies in search of high-grade agent productivity, and stronger customer experience initiatives. The latest CC-One enhancements include:

  • Better security for credit card transactions: The BroadSoft “BSecure” feature ensures that credit card purchases are protected in the contact centre with PCI Level 1 certification
  • Improved UC: Thanks to new Agent user interfaces that included integrated bMobile features, and UC-One solutions, contact centres can enjoy complete on-demand collaboration capabilities throughout the enterprise environment, no matter the device they’re using
  • Contextual Service: The new Agent UI also offers an insight into customer interaction history throughout channels, while integrations with Microsoft Dynamics CRM means that contact centres can serve customers more dynamically. There’s even the opportunity to access predictive analysis routing to connect the right customer with the right agent, at the best time
  • Management for outbound campaigns: CC-One now delivers automated omni-channel solutions and outbound campaigns intended to increase productivity and agent efficiency

Designing a Better Contact Centre with CC-One

The CC-One application is BroadSoft’s approach to making the average contact centre more effective in an era that’s focused on digital transformation (DX) and customer experience (CX). A world of new technology in the communication space has introduced new solutions for collaboration and customer management for contact centres, but it’s also delivered plenty of unique challenges too.

Now, agents and managers need to move between numerous platforms at once, reducing the performance of the overall network. The BroadSoft CC-One solution is designed to address this complexity, by hopefully giving customers access to a more unified solution for customer engagement.

Improving Agent Productivity Across the Globe

According to the Principal Analyst and Vice President of the Aberdeen Research Group, Omer Minkara, while most contact centres could benefit from the streamlined solutions that unified communication strategies have to offer, only about 37% of groups are using them. If complexity is the main wall blocking adoption, then BroadSoft are taking steps to break down the boundaries with their CC-One Suite.

Of course, there are plenty of changes happening for the brand lately beyond the CC-One developments too, including the expansion of their global footprint to include more than 30 countries. Now, people around the world can explore the benefits that BroadSoft Business has to offer, and the potential upgrades that we’re yet to see because of the Cisco acquisition.

 

CRMCustomer ExperienceDigital TransformationMergers and AcquisitionsUCaaS
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