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Monday, 27 February 2017 12:20

Access4 offers Broadsoft contact solution in Australian market

Access4 offers Broadsoft contact solution in Australian market Image courtesy of Stuart Miles at

Unified Communication as a Service (UCaaS) provider, Access4, is hosting a deployment of Broadsoft’s newly released contact centre solution, BroadSoft CC-One.

Access4 Director of sales and marketing, Ruy Franco, says Access4 is the first Broadsoft provider in Australia to host a deployment of CC-One, a cloud-based, omni-channel voice, email, chat and social) contact centre solution.

“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,” Franco says.

“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.”

Jonathan Reid, managing director, Asia Pacific and Emerging Markets, BroadSoft, said “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.”

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

Broadsoft lists features of its contact centre solution as:

• Omni-channel customer interactions – communicate via voice, web, email, chat and social from a unified environment.

• Unified communications – 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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Peter Dinham

Peter Dinham - retired in 2020. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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