This week, we’re going to continue our series of tutorials on the BroadSoft CC-One Salesforce Edition – this time focusing on how to configure call flows and routing strategies, which are essential to a streamlined customer experience. As always, when getting started, administrators must first log into Salesforce using their credentials. From there, they have full access Read More
BroadSoft CC-One Salesforce Edition: Building and Administering a Call Center
For the second installment of my blog series on the BroadSoft CC-One Salesforce Edition, I’ll be exploring how the system administrator can build and administer a voice call center from within the Salesforce Sales and Service Cloud applications he or she is already using. Once the administrator has signed into Salesforce in their usual way, Read More
BroadSoft CC-One Salesforce Edition: Adding Voice With Open CTI Integration
This is the first of a four part blog series in which I’ll share 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 for customer interactions and want to add voice without having to manage and administer a whole Read More
4 Ways Contact Center Predictive Analytics Increase Quality and Customer Satisfaction
While most contact centers use various CRM and ERP software, predictive analytics are often overlooked in the need for calls, leads, and employee management functions. Read More
Cloud Contact Center Software has Numerous Benefits
Here is why cloud contact center software is the best option for your taking your company’s ability to interact with customers to the next level. Read More
New Report From IDC Zeros-In on Customer Experience
This week we’d like to share a new report from IDC Research that takes a look at how organizations are approaching their Customer Experience (CX) strategies, and the components of a successful program. The report identifies five stages that organizations reach in terms of delivering customer experience, which we’ve outlined here: 1. Ad Hoc: Organizations Read More
Data-Driven Marketing Doesn’t Work in a Silo
This week I want to share a recent article that appeared on Forbes.com, which calls out the analytics industry as a catalyst for helping brands drive better customer engagement. According to a Forbes Insights survey referenced in the article, 74% of organizations that identify as early adopters of data-driven marketing programs also cite having achieved Read More
Industry Perspectives: Customer Context and Adaptive Real-time Routing
This week, I’d like to highlight a great new report that echoes much of what we’ve been saying about the future of contact centers. A recent report from Donna Fluss of DMG Consulting “CRM + ACD = Personalized Service” provides further proof that Big Data is ushering in a new era of customer service and 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
