Here in the BroadSoft contact center Blog, we’ve posted many times on the what, why, when, and how of omnichannel and unified communications in the contact center. On the BroadSoft Beat blog, we just posted a customer success story on integrated omnichannel and unified communications in the contact center: Unified Contact Center Communications Brings Increased Read More
Contact Center Unified Communications Building Blocks is the seventh in a series on Contact Center Unified Communications. In past blogs in this series, we’ve looked at the best practices and challenges of Contact Center Unified Communications. Now we’ll take a look at the three contact center unified communications building blocks that will make your contact Read More
Contact Center Unified Communications Challenges is the sixth in a series on Contact Center Unified Communications. In the last two blogs, Contact Center Unified Communications Best Practice Technology and Contact Center Unified Communications Best Practice, we discussed the processes followed and technologies adopted by those best-in-class contact centers with unified communications. In this blog, Contact Read More
Contact Center Unified Communications Best Practice Technology is the fifth in a series on Contact Center Unified Communications. Companies with Contact Center Unified Communications achieve improved performance metrics, according to a recent Aberdeen Research survey. In our last blog, Contact Center Unified Communications Best Practice, we talked about the best practices and processed implemented by Read More
Contact Center Unified Communications Best Practice is the fourth in a series on Contact Center Unified Communications The recent Aberdeen Research we have been citing in this blog series surfaced many of the improved performance metrics companies with contact center unified communications achieve. In this blog, we will dive into the best practices these same Read More
Cisco© Customer Journey Platform continues to provide new tools to help you improve agent productivity and agent performance. As a part of this continuous improvement, the platform now offers automatic outbound calling for sales-oriented call centers. Your agents can now spend more time talking to customers and less time trying to reach them. Let’s explore Read More
This week BroadSoft announced BroadSoft CC-One 10 — a release the CC-One engineering team has been working diligently on — that significantly enhances our commitment to improve the agent productivity and overall business performance of our contact center customers. While there are many exciting things in this release, such as a new UI for enhanced Read More
Why Customers Love Contact Center Unified Communications is the third in a series on Contact Center Unified Communications. In the last blog, we cited some survey data from Aberdeen Research that says unified communications improves customer satisfaction, customer retention, and reduces the number of customer complaints significantly. See figure 1 below for the increases in Read More
We’ve discussed what Contact Center Unified Communications is, so now let’s look at how and why Contact Center Unified Communications can benefit your business. Aberdeen Research recently performed a survey on the topic and, as it turns out, it has many benefits. These include improved contact center performance, which leads to better customer satisfaction, which Read More
This is the first in a series on Contact Center Unified Communications. The meaning of “unified communications” can vary, depending on whom you’re talking to, but most of us think of unified communications as the integration of different types of enterprise communications in a consistent unified user interface and user experience across multiple devices and Read More
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