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The State of Customer Service in 2014

As we are well into the holiday season, we wanted to take a look at our recent survey, done in collaboration with Harris Poll, and consider the findings as they pertain to the contact center during this busy time of the year. When it comes to holiday shopping, brands are focused on two things:  driving Read More

Improved Multichannel Data Integration Through Purpose-Built Customer Engagement Analytics

A recent report from Ventana Research, “Next Generation Customer Analytics,” shows a growing customer expectation to reach companies through a multitude of channels, ranging from email to text, social and even instant messaging and video applications. Although widened availability to brands potentially creates an enhanced consumer experience, it also creates new challenges for companies with Read More

BroadSoft CC-One Adds Call Center Management and Administration from Within Salesforce

This week, we’re excited to announce we’ve expanded the capabilities of our call center capabilities for Salesforce™, with the BroadSoft CC-One Salesforce Edition for the Salesforce Sales and Service Clouds. With the new app, we’ve gone beyond last year’s Open CTI integration with Salesforce, to allow for call center creation, management, administration, routing and reporting from directly Read More

What the New iPhone Implies About Contact Center Preparedness for Multichannel Data Integration

During a highly anticipated announcement yesterday, Apple met consumer expectations and confirmed that the new iPhone 6 will be released with NFC (near-field communication) technology. This means that in addition to admiring a beautiful new design, iPhone users all over the world can now easily make in-store payments, straight from their smartphones. As the iPhone Read More

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