BroadSoft has seen some significant changes over the last year, which is part of what made this year’s BroadSoft Connections event so exciting for partners, vendors, and customers alike. I was fortunate enough to attend BroadSoft Connections myself, which meant that I had the unique opportunity to listen to the minds behind the brand talking about how they’ll be addressing upcoming changes in the marketplace.
Steve Kaish, the vice president of product marketing and alliances at BroadSoft, took to the keynote speaker stage to talk about the BroadSoft contact centre strategy, and how CC-One, their flagship product, has evolved in recent months.
The BroadSoft Contact Centre Strategy
First, Steve provided a quick overview of the BroadSoft call centre solution and noted that the company has always been focused on improving functionality and performance. Since launching CC-One 20 months ago, BroadSoft has been driven to ensure that they’re providing opportunities for a huge range of different markets and verticals. Although the company hasn’t always had this level of diversity, Kaish suggested that they may have finally “closed all the gaps” with their latest updates.
For BroadSoft, it’s not just about delivering the right products and services, but also enabling service providers and channels to make the most of those strategies in the contact centre space. Steve said that BroadSoft has been focusing on helping their channels to “adopt” the solutions more easily, by investing millions of dollars into a “truly unified solution”.
According to Steve:
“It’s not just about perfecting the application, but the whole solution and how you can take it to market. We’ve adapted a go-to-market program that supplies contact centres with the expertise they need to launch a business and get started on the path to success.”
Updates to the CC-One Platform
Following his introduction, Steve offered an insight into the CC-One product as it stands today, packed with features like rich IVR modes, text to speech enablement, social capabilities, email, and voice. While BroadSoft provides all the basics for call centre productivity, they’ve also embraced the world of big data, merging different solutions together to help end-users analyse customer needs, and provide engaging predictions into which agents perform best in which circumstances, and why different clients are calling.
BroadSoft has also recently introduced a range of new solutions to their CC-One platform, which includes improved PCI Level 1 compliance for credit card transactions, enhanced CRM integrations, and improved user interfaces that include bMobile features, UC-One strategies, and salesforce immersion. CC-One can even provide automated omni-channel solutions for managing outbound campaigns for better agent productivity.
A Unique Approach to the Call Centre Market
Steve suggested that BroadSoft has taken a particularly unique approach to the market – something that’s easy to see when you consider their open API solutions, capable of integrating with a host of applications. Additionally, the brand has now opened their own data centres in multiple locations around the world, simplifying and securing their connectivity, while working alongside other providers to access better analytics and reporting capabilities.
Kaish praised the huge improvements to the CC-One product this year, saying that people:
“don’t have to jump into using a different vendor for advanced analytics and solutions.”
BroadSoft has even packaged their new offerings to make sure that you’re only paying for what you use too, which means that budget is simpler to manage on a business-wide level.
Steve said that BroadSoft is just getting started in their transformation of the contact centre space:
“We’ve actively been improving our channels, and business growth have been fantastic. We had hundreds of BroadSoft service providers out there searching for an amazing contact centre solution, and we believe that we’ve finally delivered that. We’ve seen great adoption, and acceptance.”
