Cloud-based analytics is rewriting the rules when it comes to how enterprises deliver superior customer service. As customer data continues to proliferate, much of a company’s success depends on its ability to quickly integrate and analyze the information across a spectrum of digital interaction channels. The right solution makes interactions across all of these channels possible through Read More
The announcements made at Dreamforce 2015 are sure to impact the way contact centers do business. Among the multiple days of keynote speakers, parties, classes and showcases, five announcements stand out as being most relevant to contact centers. The following five products announced at Dreamforce, if leveraged correctly, will help contact centers increase efficiency and Read More
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
Contact centers have become much more advanced and fulfill a vital role in the business world. For a contact center to stay relevant and grow in today’s ever-changing marketplace, it is important to take advantage of both the simple tools and high-end technology that is available. Read More
As the global leader in cloud CRM technology, Salesforce Sales and Service Clouds have carved out a sizable chunk of the market with a feature set that includes a robust agent desktop, reporting and analytics, and support for multiple customer interaction channels. Read More
This is a continuation of the blog series sharing the capabilities and benefits of the BroadSoft CC-One Salesforce Edition. CC-One Salesforce Edition is perfect for contact centers using the Salesforce CRM system’s email and chat functionality for customer interactions. Read More
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
The BroadSoft CC-One Salesforce Edition is perfect for contact centers using Salesforce for email and chat customer interactions and want to add voice without having to manage and administer a whole other application and set of logins. Read More
Evolving technology for contact centers now provides digital tools to improve customer satisfaction, enhance product and service quality control, and collect data for future innovation. Read More
As we continue our series of tutorials on the BroadSoft CC-One Salesforce Edition, we’d like to discuss how supervisors can monitor and manage calls across the contact center, to better ensure a consistent level of quality and customer satisfaction. After signing into Salesforce using their credentials, the supervisor can access the Call Monitoring tab within the Read More
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