BroadSoft's Big Opportunity: Contact Centers

Rich Tehrani : Communications and Technology Blog -
Rich Tehrani
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BroadSoft's Big Opportunity: Contact Centers

After spending more than a decade selling solutions which allow carriers to resell UC solutions, BroadSoft has decided the call center is its next big opportunity. By acquiring Transera, BroadSoft is positioned well to provide cloud-based call center solutions to not only customers but carriers themselves. In addition, these solutions will be scalable as BroadWorks is known for scaling to million so users.

In my meeting was Prem Uppaluru, who founded Transera – the cloud Prem Uppaluru.jpgcontact center company which BroadSoft acquired. If you remember, I’ve written positive things about Prem and his company as well as his prior company Telera.

BroadSoft knows carriers want to sell a pre-integrated solution and this is why their new offering makes so much sense. In addition, agents can run on a simple Chromebook if they desire. Carriers can now provide telephony, transport, IP PBX and call center solutions from a single vendor.

In addition, they have an analytics solution which crosses the traditional silos of ACD, IVR and CRM. As a result, they can now see outcomes from customer intent to agent performance. For example, which agents with what call types yield the best outcomes. This allows predictive analytical models of scoring to improve outcomes which can be overlaid on the customer engagement platform.

In addition, their Voice Call Center app can plug into Salesforce allowing more seamless integration between call centers and CRM.

Mike Wilkinson of BroadSoft explained that they have a sales andMike Wilkinson.jpg solutions team which can help carriers identify and qualify sales opportunities as selling contact center solutions is more complicated than basic voice services for home or business users.

Another interesting point Mike made was their new UC One Enterprise Portal is useful for carriers who want to private label hosted voice solutions but prefer not to have the delays inherent in most internal carrier IT departments. This new portal helps carriers speed to market with hosted voice and UC solutions. Also, BroadSoft UC-One is a new app-focused solution for mobile first or increasingly mobile organizations. Rory Lindstone has a great article on this solution located on the Unified Communications Online Community sponsored by Fusion.

BroadSoft has been one of the major winners in the move to IP communications. At this point in their long and successful history they are focusing on expanding into adjacent markets and also speeding time to revenue for carriers. Both, smart bets to help them grow into the future as their customers sell more solutions to their customers.

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