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.
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.