Access4 | Feb 27, 2017

Press

BroadSoft CC-One is a cloud-based, omnichannel (voice, email, chat and social) contact centre solution that enables businesses to create exceptional customer service experiences, offering a smooth migration from legacy systems to a truly unified, analytics-driven solution. BroadSoft CC-One offers a proven cloud platform that can be optimised for businesses of all sizes, from SMBs to multinational, multi-site contact centre operators.

“The role of the contact centre is changing, and today it’s all about agent productivity and maximising sales and service business outcomes – in addition to operational efficiency. So many companies are running contact centre systems that have been cobbled together from different vendors at different sites. The Access4 deployment of BroadSoft CC-One enables partners to deliver a data-driven contact centre and telephony solution in one package to their customers. It also includes call recording through Dubber – making it a truly complete package without rival in the market from a partner perspective.”

“We are delighted to be working with Access4 to offer BroadSoft CC-One to clients in ANZ. As part of the BroadSoft Business suite, we see BroadSoft CC-One as having broad appeal to existing and new call centre operators. As a native cloud contact centre solution, we are seeing strong potential for growth – especially among small and medium-sized business who often were never able to afford expensive on-premise contact centre solutions,” said Jonathan Reid, Managing Director, Asia Pacific and Emerging Markets, BroadSoft.

BroadSoft CC-One uses real-time predictive call routing and analytics to lower operating costs and improve business performance. It improves the efficiency of agents, contact centre managers and administrators, creating a seamless customer experience across all major communication channels.

Features Include:

  • Omni-channel customer interactions – Communicate via voice, web, email, chat and social from a unified environment
  • Unified communications – an Easy collaboration between agents, managers and back-office subject matter experts
  • Predictive analytics-based routing through CC-One Analyser – integrates call routing and external data sources to provide predictive routing for optimal agent performance.
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