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 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
For the rest of this month, the BroadSoft CC-One team will be partnering with Aberdeen Research on the topic The Business Value of Contact Center & UC Integration. The brilliant and prolific Omer Minkara of Aberdeen Research has collected data that conclusively demonstrates the benefits of combining contact center systems with unified communications, one of BroadSoft Read More
Using Workforce Analytics in Customer Engagement Analytics is the sixth in a six-part series on Customer Engagement Analytics. In this blog series, we have covered the what, why, when, who, and how of Customer Engagement Analytics. But did you know that you can use Workforce Analytics in Customer Engagement Analytics to get an even deeper Read More
When Customer Engagement Analytics Is Needed is the third of a series on Customer Engagement Analytics. In the second blog in this series, we discussed how Customer Engagement Analytics in the contact center gives you insight on your customers, helps you optimize your systems, and improves agent performance. Now we’ll explore when Customer Engagement Analytics Read More
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