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American Red Cross Selects BroadSoft CC-One SaaS for Contact Center

BroadSoft announced that the American Red Cross® has selected the BroadSoft Business CC-One application, an analytics-driven cloud contact center solution – to better serve citizens during disaster response and relief efforts with a flexible and agile virtual call center model.

The American Red Cross’ BroadSoft CC-One call center provides service nationally and to 60 regions around the country, offering ongoing customer care to disaster-affected clients. Red Cross was historically challenged by on-premise systems that were expensive to maintain and upgrade, required permanent connections to agents around the country, and that limited call center operations to a single location, in a single room, with volunteers and temporary paid staff working in long shifts.

By implementing BroadSoft CC-One, Red Cross has been able to run its call center operations via Software-as-a-Service (SaaS) and shift to a virtual call center model that allows volunteers from anywhere in the country to support operations thousands of miles away. The on-demand SaaS functionality will also give Red Cross the on-demand flexibility and scalability to bring agents online from any location when needed during catastrophic events.

“For years, the Red Cross has run call centers in preparation for, and in response to, disasters of all shapes and sizes, and our historical model for call centers has always been in line with our mission in trying to best leverage the donor dollar and to engage and empower volunteers,” said Luke Beckman, director for field and systems integration, American Red Cross National Headquarters. “We are always looking for ways to better serve people in need while working smarter, and these SaaS call center capabilities allow us to do so cost effectively, and with the flexibility and scalability required to fulfill our mission.”

BroadSoft CC-One is an omni-channel cloud contact center solution that uses predictive analytics to help organizations with diverse requirements optimize operational efficiency, improve the consumer and citizen experience, strengthen financial performance and improve the outcomes of customer interactions.

With BroadSoft CC-One, Red Cross and the citizens it serves have experienced several key benefits:

  • Virtual remote call center capabilities – Red Cross is able to empower hundreds of volunteers, all over the country, to support operations taking place in any location – whether it is running call centers for six national level operations in the months after the devastating 2015 Texas floods, or having over 500 agents concurrently supporting a single relief operation in response to Louisiana floods.
  • Improved flexibility and agility – Volunteers are able to support in shifts as short as two hours, allowing the Red Cross to become more flexible and agile with volunteer engagement. At the same time, the organization is able to handle greater call volume across its preparedness, response, and recovery operations.
  • Reduced operational expenses – The shift from on-premise to a SaaS model helped Red Cross reduce operational expenses and maximize use of donated dollars.

“BroadSoft CC-One is a game-changer for the Red Cross, delivering the ‘on-demand’ flexibility to scale agents and volunteers up and down based on rapidly evolving disaster and relief effort needs,” adds Arnab Mishra, vice president, BroadSoft Contact Center. “We are thrilled to help support Red Cross and the critical humanitarian role it plays in relief efforts with our analytics-driven cloud software that redefines contact center performance.”