It is no secret that call centers are on the front lines of working with customers. The key to improving customer experience is ensuring seamless experiences across interaction channels. One such channel is voice self-service which when used in an integrated manner, can meaningfully improve customer experience as an adjunct to other channels such as assisted voice service, chat, and email. 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
Outsourcing customer service and support to a call center can help you save time, boost your profits and provide your customers or clients with a better experience. Read More
Contact centers can take phone calls, respond to emails or chat in real-time with your customers. 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
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
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
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