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. BroadSoft CC-One provides a cloud-based call center platform that is natively integrated within Salesforce.
Improve performance with Cradle-to-grave Analytics
As a complete call center solution designed exclusively for Salesforce, BroadSoft CC-One Salesforce Edition provides call center management, including full reporting and analytics capabilities all within Salesforce. The solution integrates call center and CRM data together within Salesforce allowing users to create consolidated reports that provide enhanced visibility into call center operations. These integrated views of the data provide complete cradle-to-grave visibility of how customers are being treated resulting in the ability to identify problem spots that need to be addressed.
Improve performance with recording and real-time monitoring
There is no better way to understand how agents are interacting with customers than listening to those interactions. Recognizing this fact, BroadSoft has included the ability to record and monitor calls within its CC-One Salesforce Edition. As a result, users of the solution now have full control over recording all or a subset of calls being handled by their agents and then listening to those calls later to assess agent performance and behavior. CC-One Salesforce Edition provides the ability for supervisor to tag specific recordings so they can be easily found again when providing coaching to agents. In addition, CC-One Salesforce Edition allows supervisors to monitor agent calls in real-time. Supervisors can silently monitor calls, whisper coach agents, or barge-in to calls as a full participant. All of the required controls are present within CC-One Salesforce Edition. With proper use of CC-One’s recording and monitoring functionality, Salesforce customers can engage in continuous improvement of the performance of their call center.
Feel free to contact BroadSoft today for a software demonstration of the CC-One call center app for Salesforce. Click HERE to contact us. BroadSoft provides an application that can grow as a company grows. Scaling your call center and managing new agents and call volume is a breeze with full support and integration at each stage of growth.