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 Ca ll 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. TheBroadCloud® 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.
About BroadSoft:
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.
About Broadsmart:
Broadsmart Global is a leading hosted UCaaS provider for medium-to-large multi-location enterprise customers. In March 2016, Broadsmart Global was acquired by magicJack VocalTec, Ltd. (NASDAQ: CALL), a leading cloud communications company. magicJack is the inventor of the magicJack device and a pioneer in Voice over IP (VoIP) technology and services. With its easy-to-use, low cost solution for telecommunications, Broadsmart has sold more than 10 million award-winning magicJack devices, now in its third generation, and holds more than 30 technology patents. magicJack is the largest-reaching CLEC (Competitive Local Exchange Carrier) in the United States in terms of area codes available, and number of states in which it is certified.
