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
Predicting the Outcomes of Customer Engagements
In the contact center industry, customer engagement is our bread and butter. And, as Gallup’s recent State of the American Consumer reports, “When it comes to winning over customers, successful businesses know that everything depends on their customers’ experience with their organizations.” The mission of the BroadSoft CC-One team is to provide companies with cloud contact Read More
Using Big Data to Move from Cost-Center to Customer Engagement
Last week marked the 10th anniversary of the Customer Contact Conference, hosted by Frost & Sullivan in Marco Island, Florida. The event was an impressive culmination of new ideas, emerging data, and best practices shared among the leaders of the industry. Read More
Five Tips for Contact Centers in 2014
This past holiday season, UPS and FedEx experienced what can only be summed up as a customer nightmare when an influx of orders created shipping delays and prevented on-time delivery of hundreds of thousands of packages. Both companies immediately kicked into damage control mode, and issued public apologies to customers about not being able to meet the high expectation of delivering gifts in time for Christmas morning. Read More
The Customer-Centric Contact Center
Last week I attended Frost & Sullivan’s Contact Center West conference in Tucson, Arizona. The conference was a great opportunity to share insights, ideas and best practices among the industry’s top vendors and experts. Read More
The Next Competitive Battleground
“The customer experience is the next competitive battleground.” This was Jerry Gregoria’s fatidic statement just before resigning as Dell’s CIO in 1999. His words have become even more revealing in recent years, especially with advancements in technologies, including the proliferation of digital touch points. PCs, smartphones, tablets, not to mention social media, have profoundly impacted the way companies interact with their most important commodity. Because of this, customers across all demographics now share a common trait: they are empowered. And if companies want to stay competitive, the onus is on them to make the overall customer experience a top priority. Read More
