First Provider of Broadsoft CC One in Australia I Access4

Access4 First to Offer Broadsoft CC One in Australia

27 February, 2017

Cloud-based contact centre solution CC-One launched at Contact Centre Week 2017

Unified Communication as a Service (UCaaS) provider, Access4, today announced it is the first service provider in Australia to host a deployment of BroadSoft CC-One, BroadSoft’s newly released contact centre solution.

BroadSoft CC-One is a cloud-based, omnichannel (voice, email, chat and social) contact centre solution that enables businesses to create exceptional customer service experiences, offering a smooth migration from legacy systems to a truly unified, analytics-driven solution. BroadSoft CC-One offers a proven cloud platform that can be optimised for businesses of all sizes, from SMBs to multinational, multi-site contact centre operators.

“The role of the contact centre is changing, and today it’s all about agent productivity and maximising sales and service business outcomes – in addition to operational efficiency. So many companies are running contact centre systems that have been cobbled together from different vendors at different sites. The Access4 deployment of BroadSoft CC-One enables partners to deliver a data-driven contact centre and telephony solution in one package to their customers. It also includes call recording through Dubber – making it a truly complete package without rival in the market from a partner perspective.”

“We are delighted to be working with Access4 to offer BroadSoft CC-One to clients in ANZ. As part of the BroadSoft Business suite, we see BroadSoft CC-One as having broad appeal to existing and new call centre operators. As a native cloud contact centre solution, we are seeing strong potential for growth – especially among small and medium-sized business who often were never able to afford expensive on-premise contact centre solutions,” said Jonathan Reid, Managing Director, Asia Pacific and Emerging Markets, BroadSoft.

Access4 Director of Sales & Marketing, Ruy Franco, said they are excited about the possibilities of this solution and the impact it will have on contact centres in Australia and New Zealand.

BroadSoft CC-One uses real-time predictive call routing and analytics to lower operating costs and improve business performance. It improves the efficiency of agents, contact centre managers and administrators, creating a seamless customer experience across all major communication channels.

Features include:

  • Omni-channel customer interactions – Communicate via voice, web, email, chat and social from a unified environment
  • Unified communications – an Easy collaboration between agents, managers and back-office subject matter experts
  • Predictive analytics-based routing through CC-One Analyser – integrates call routing and external data sources to provide predictive routing for optimal agent performance.

“Final testing including customer trials are underway and we’re ready to go live this quarter. This is a really exciting solution and we’re proud to be the first in Australia to deliver it as part of our commitment to enable BroadSoft Business solutions for mid-market IT providers in Australia,” said Franco.

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