BroadSoft CC-One 10 Announced at BroadSoft Connections

Written by Steve Kaish on 10/23/2017

At BroadSoft Connections 2017 - rethink innovation - we announced BroadSoft CC-One 10. A major release that significantly enhances our commitment to improve the agent productivity and overall business...

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Omni-Channel Contact Center Communications in a Unified Cloud Environment - A Four-Part Series

Rich Guth
Written by Rich Guth
on 07/05/2017

Omni-channel contact center communications means more than offering multiple channels. It means sharing information between those channels, and using customer, agent, channel and interaction informati...

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Next Generation Contact Centers: Technology Enabled, Context Driven, and Customer Focused

The traditional idea of a contact center brings this image to mind—a large room, cubicles arranged in orderly fashion, agents sitting before a computer with headphones, numerous voices echoing in the ...

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Analytics and the New Customer Service

Cloud-based analytics is rewriting the rules when it comes to how enterprises deliver superior customer service. As customer data continues to proliferate, much of a company’s success depends on its a...

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