BroadSoft, a unified communication as a service (UCaaS) provider, today launched CC-One, an integrated, analytics-based solution for contact center operations.
CC-One is a cloud-based, multichannel (voice, email, chat, and social) contact center solution, providing a seamless cloud PBX and UC experience through its integration with BroadSoft UC-One, a mobile-first unified communication application. As a result, agents have real-time voice, chat, and video access to subject matter experts throughout the organization. The ability of CC-One to integrate with the BroadSoft Team-One collaboration application provides a virtual persistent workspace for the front and back office to collaborate and share knowledge.
CC-One enables sales and service contact centers to optimize their performance with dynamic, intelligent analytics. By leveraging the data held in multiple systems inside or outside the contact center and applying intelligent analytics, CC-One dynamically predicts each customer's needs and matches the customer with the best agent to handle that need.
A native cloud solution, CC-One can be integrated with existing on-premises systems and outsourced contact centers to support hybrid environments.
"We are very excited about the launch of BroadSoft CC-One, which crystallizes the BroadSoft vision for the future for cloud-based, collaborative contact center operations. The global contact center market is in a rapid state of transition, as older legacy systems give way to flexible, cloud based technologies," Taher Behbehani, chief digital and marketing officer at BroadSoft, said in a statement. "We believe that CC-One represents the next stage of this transformation, where contact centers become an absolutely vital asset to companies in improving customer satisfaction, reducing costs, driving incremental sales and reinforcing strong brand identity."
CC-One is part of the BroadSoft Business suite, which provides a fully integrated portfolio of enterprise-ready cloud PBX, unified communications, team collaboration, and contact center applications.