BroadSoft announced that Veracity Networks, a facilities-based telecommunications provider, has selected the BroadSoft Business CC-One application to power its cloud contact center offering for business customers. CC-One is an omni-channel contact center solution that enables, and empowers, businesses to create exceptional customer service experiences, offering a smooth migration from legacy systems to a truly unified, analytics-driven solution.
By dynamically matching customers and agents, improving collaboration between front office and back office and optimizing resource usage across teams and systems, CC-One vastly improves business performance.
Veracity Networks has been delivering BroadSoft-powered unified communications (UC) and call center solutions to businesses of all sizes since 2010. Utilizing the CC-One application, Veracity Networks now offers and delivers an enhanced contact center solution with several new capabilities:
Integration with UC capabilities – Contact center systems are typically isolated from the business’ other phone systems. The CC-One application breaks down these silos through seamless integration with BroadSoft UC-One®, a mobile first unified communication application. As a result, call center agents leveraging the Veracity Networks contact center offering have real-time voice, chat and video access to subject matter experts (SMEs) throughout the organization.
Affordable cloud option for SMBs – It is cost prohibitive for small businesses and midmarket enterprises to implement a comprehensive cloud contact center solution. CC-One, a SaaS offering, reduces the costs and complexity, streamlines implementation and increases access to customers delivering a superior customer experience.
Salesforce integration – Veracity Networks is using the BroadSoft CC-One Salesforce Edition is a scalable omni-channel call center application, integrating voice, call center management, administration, routing and reporting capabilities within Salesforce.
“Integrating Veracity Networks’ solution with BroadSoft Business’ CC-One and UC-One applications creates a significant differentiator from other market solutions, forever changing the paradigm of separately procuring and implementing contact center and unified communications – a prospect too costly and complex for the typical SMB,” said Drew Peterson, Chief Revenue Officer, Veracity Networks. “BroadSoft is a leader in the industry with its cloud experience and market share, and Veracity is thrilled to launch an affordable and customizable contact center offering allowing us to serve SMB customers, with the flexibility to move upmarket to meet enterprise requirements.”
According to research by ICMI, 40% of customer support calls require assistance from an expert. Getting the right expert to the right customer call in the least amount of time is critical for all contact centers. CC-One provides sales and service contact centers of any size the ability to optimize their performance with dynamic, intelligent analytics.
“As a native cloud solution, CC-One lowers the cost of ownership for contact centers, replacing the need for expensive, complex and inflexible on-premise systems and can also easily be integrated with existing on-premise systems and outsourced contact centers to support hybrid environments and a graceful migration of premises-based agents to a cloud solution,” adds Arnab Mishra, vice president, BroadSoft Contact Center. “Veracity Networks shared our commitment to bringing next generation cloud solutions to market that transform business and contact center operations.”