BroadSoft, 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) 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.