Broadsmart call center to leverage the BroadCloud Contact Center Salesforce Edition to integrate voice capabilities with Salesforce workflow
Gaithersburg, MD, June 27, 2016 – BroadSoft, Inc. (NASDAQ: BSFT), a global unified communication software as a service (UCaaS) leader, today announced that Broadsmart Global, a leading hosted UCaaS provider for medium-to-large multi-location enterprise customers, has selected the BroadCloud Contact Center Salesforce Edition for its call center – enabling Broadsmart and its affiliated companies to offer enhanced call center efficiency, customer service and agent availability. The announcement was made at Call Center Week, the world’s largest contact center conference and expo, which is taking place from June 27–July 1, 2016 in Las Vegas, Nevada.
The BroadCloud Contact Center Salesforce Edition will provide Broadsmart with deep application integration that extends beyond simple Computer Telephony Integration (CTI), with a contact center app that is fully embedded within Salesforce’s Sales and Service Clouds and that leverages Salesforce data to guide real-time routing. The BroadCloud Contact Center Salesforce Edition seamlessly integrates voice into the Salesforce workflow, and provides agents, supervisors and administration personnel in the support call center with access to several key capabilities, including:
- Agent screen pop for incoming calls, call control, click-to-dial and call logging
- Customer, call and agent data integrated into the Salesforce database for unified visibility, control and reporting
“With the BroadCloud Contact Center Salesforce Edition, SMBs utilizing the Salesforce Service Cloud for their call center operations can now seamlessly integrate voice interactions into the agent and supervisor workflow,” said Prem Uppaluru, vice president and general manager, BroadSoft Contact Center. “Deploying the BroadSoft Salesforce Edition in the call center demonstrates how forward-thinking service providers such as Broadsmart can unlock new business customer revenue opportunities through a cloud-enabled contact center offering.”
In February 2016, BroadSoft acquired Transera Communications, Inc. (now called BroadSoft Contact Center), a leading provider of cloud-based contact center software for small-medium business (SMB) and large enterprises – positioning BroadSoft to lead the fast-growing Contact Center as a Service (CCaaS) market. The BroadCloud® Contact Center portfolio now enables service providers to deliver cloud-enabled contact center offerings that meet the needs of all market segments, ranging from large enterprises with multi-site operations to SMBs, with minimal new investments, rapid time-to-market, and integration with BroadSoft’s BroadWorks® and BroadCloud® platforms.
“BroadCloud Contact Center Salesforce Edition provides us with a highly differentiated contact center offering that will resonate with businesses of all sizes seeking to extend application integration beyond CTI and fully leverage the benefits Salesforce Service and Sales Clouds can deliver,” said Tom Tharrigton, president, Broadsmart. “We are thrilled to work with BroadSoft in demonstrating these capabilities in our call centers.”
For service providers and businesses interested in learning more about BroadSoft’s Contact Center offerings, visit here.
This press release contains forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. These forward-looking statements may be identified by their use of terms and phrases such as “enables,” “will,” and “can” and other similar terms and phrases and includes, among others, statements regarding the benefits to Broadsmart resulting from the use of BroadSoft’s contact center offering in Broadsmart’s call center. The outcome of the events described in these forward-looking statements is subject to known and unknown risks, uncertainties and other factors that could cause actual results to differ materially from the results anticipated by these forward-looking statements, including, but not limited to, the financial and other benefits to BroadSoft resulting from the use of the contact center offering by Broadsmart as well as those factors contained in the “Risk Factors” section of BroadSoft’s Form 10-K for the year ended December 31, 2015, filed with the Securities and Exchange Commission, or SEC, on February 29, 2016, and in BroadSoft’s other filings with the SEC. All information in this release is as of June 27, 2016. Except as required by law, BroadSoft undertakes no obligation to update publicly any forward-looking statement made herein for any reason to conform the statement to actual results or changes in its expectations.
BroadSoft is the leading provider of software and services that enable mobile, fixed-line and cable service providers to offer Unified Communications over their Internet Protocol networks. The Company’s core communications platform enables the delivery of a range of enterprise and consumer calling, messaging and collaboration communication services, including private branch exchanges, video calling, text messaging and converged mobile and fixed-line services. For additional information, visit www.BroadSoft.com.
Brian Lustig, Bluetext PR for BroadSoft US
Andy Crisp / Jon Bawden / Kate Anderson, Cohesive for BroadSoft UK
+44 (0) 1291 626200
Terry Alberstein, Navigate Communication
+61 (0) 458-484-921