BroadSoft wants to provide holistic view of data for all sizes of cloud contact centres

Small, medium and large contact centres are now moving to the cloud

BroadSoft has enhanced its omni-channel cloud contact centre solution (contact centre as a service, CCaaS), CC-One. The update creates a single-vendor integrated cloud contact centre solution, utilising unified communications and analytics.

CC-One's new workforce optimisation (WFO) tools include quality management, workforce management and WFO analytics. Speech-enabled interactive voice response, such as multi-language automatic speech recognition and user verification through voice biometrics, is also included. The new suite integrates capabilities from Calebrio (for analytics) and Inference (for voice response).

The WFO tools can be combined with BroadSoft's CC-One Analyzer product, for data analytics.

Industry analyst Sheila McGee-Smith, founder of McGee-Smith Analytics, said, "The CC-One application enhancements announced today by BroadSoft enable customers and service provider partners to benefit from the combination of…single-pane of glass administration with integrated, best of breed, time-tested applications."

BroadSoft says that the cloud-based WFO suite will ‘eliminate integration and affordability issues', opening up cloud applications as a tool for smaller contact centres.

On-premise call centres have been migrating to the cloud in recent years, to benefit from the scalability and agility of the platform. Small and mid-sized centres were the first adopters, but larger enterprises are now joining them.

Large contact centres have traditionally used applications from multiple vendors, which do not integrate well; this makes a holistic view of their data difficult to obtain. Single-vendor solutions, providing that single pane of glass, have become more popular as these centres move to the cloud.

"These enhancements to BroadSoft CC-One further our commitment to help enterprises of all sizes improve their contact centre's operational insights and business performance," said Arnab Mishra, VP of BroadSoft's contact centre solutions.

We recently spoke to BroadSoft's CMO Taher Behbehani, about the company's past, present and future in the UC market.