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The New Digital Customer Journey

We’re already well into the holiday season, and along with all the festivities and merriment, many consumers are experiencing the annual stresses of the busiest shopping time of year. Browsing, buying and connecting with customer support can be a time-consuming process, and as a result of the growing availability of digital and mobile technologies, there Read More

4 Out-of-the-Box Ideas for Engaging Your Customers

Successfully engaging customers requires more than a simple back and forth conversation between a customer and a contact center representative. To be remembered and make a positive impact on customers, contact centers need to think outside the box and come up with creative techniques that will help establish lasting relationships with customers.

The following four ideas are unique approaches to customer engagement that will help make a lasting, positive impression. Read More

Office Depot’s BroadSoft CC-One Transformation

Today, Office Depot uses BroadSoft’s CC-One Business Edition offering. The dashboard provides visibility into queues, teams, and agents, and allows supervisors to make adjustments where and when necessary. CC-One also allows for a global queue so traffic can be shifted in real-time with no business disruption. Office Depot is able to manage all contact center operations with no special on-premise equipment or capital outlay. Read More

Enhance Customer Experience by Leveraging IVR Self-Service in Your Salesforce Powered Call Center

It is no secret that call centers are on the front lines of working with customers. The key to improving customer experience is ensuring seamless experiences across interaction channels. One such channel is voice self-service which when used in an integrated manner, can meaningfully improve customer experience as an adjunct to other channels such as assisted voice service, chat, and email. Read More

The Next Generation of Contact Centers

Today, most contact centers consist of three core systems: a CRM application, a contact routing (ACD) application, and the underlying communications infrastructure. Traditionally, these elements have been on premise, hardware centric and vendor specific – limiting their ability to fully integrate with one another. In turn, these limitations have resulted in a set of challenges Read More

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