BroadSoft, a provider of cloud business software for unified communications, collaboration, and contact center, has enhanced its CC-One cloud contact center solution with workforce optimization (WFO), including quality management, workforce management, and WFO analytics, as well as speech-enabled interactive voice response (IVR).
The WFO suite integrates capabilities from Calabrio, while the speech IVR capabilities integrates capabilities from Inference.
BroadSoft CC-One Workforce Optimization (WFO) includes quality management analytics solutions and can be combined with the CC-One Analyzer to give customers 360-degree insights into their data.
BroadSoft CC-One Speech-Enabled IVR now employs advanced speech technologies, like automatic speech recognition (ASR) in multiple languages, user-verification via voice biometrics, and natural language integration.
"The CC-One application enhancements announced today by BroadSoft enable customers and service provider partners to benefit from the combination of simple, single-pane-of-glass administration with integrated, best-of-breed, time-tested applications," said Sheila McGee-Smith, founder and president of McGee-Smith Analytics, in a statement.
"These enhancements to BroadSoft CC-One further our commitment to help enterprises of all sizes improve their contact center's operational insights and business performance," said Arnab Mishra, vice president of BroadSoft contact center solutions, in a statement.