BroadSoft
BroadSoft
Blog Post
  • Challenges in measuring and evaluating agent performance hold contact centers back from becoming more strategic business assets. The BroadSoft CC-One team has always been focused on improving the business and operational performance of our contact center customers. So for the second year in a row, we partnered with CC-Pipeline to conduct a survey of contact center management on how they measur...

BroadSoft
BroadSoft
Blog Post
  • BroadSoft, now part of Cisco, is honored to receive the Maryland Tech Council Harvey D Kushner Innovation Award, the first award of its kind that recognizes an outstanding contribution made to the region’s innovation business community. It is thanks to our employees, partners, and community in the 20 years of the company’s history. Being with BroadSoft for 18 years and an alumni of the Universi...

BroadSoft
BroadSoft
Blog Post
BroadSoft
BroadSoft
Blog Post
  • A Guest Blog from Captivate Connect Gartner research shows that even the most effective contact sales centres have callers waiting for an average of 36 seconds. At Captivate Connect we analysed nearly 4 million calls placed on hold in three continents across different industries and the average wait time was 45 seconds for medium-sized businesses. Calls to sales lines waited less, while calls ...

BroadSoft
BroadSoft
Blog Post
  • We’ve posted several blogs on the what, why, when, and how of omni-channel and unified communications in the contact center. In this blog, we’ll look at a real contact center that integrated omni-channel and unified communications. We’ll examine the challenges and benefits experienced by MISS DIG 811, a free service in Michigan that safeguards utility facilities before excavation projects.

BroadSoft
BroadSoft
Blog Post
  • Cloud enables businesses to be more agile. It is built for on-demand changes and enables everyone in the organization to personalize their experience. At BroadSoft, we recognize this and have built a secure and robust cloud-native platform that will integrate into your business workflows while reducing capital investment. We conducted a survey in Q4 2017 that involved 1,000+ IT decision makers ...

BroadSoft
BroadSoft
Blog Post
BroadSoft
BroadSoft
Blog Post
  • It’s March, you are at the Gaylord Palms in Orlando and that can mean only one thing, it must be time for Enterprise Connect. I have participated as an exhibitor in this event for many years and every year the show continues to be one of the best in the industry. Whether you are a first timer to Enterprise Connect or a seasoned visitor like me, the event provides a great opportunity to see and ...

BroadSoft
BroadSoft
Blog Post
  • Mid-size contact centers face special challenges when compared to smaller and larger competitors. If your contact center has between 21 and 300 agents, what do you need in a contact center solution, and why won’t solutions that work for smaller or bigger operations work for you?

BroadSoft
BroadSoft
Blog Post
BroadSoft
BroadSoft
Blog Post
  • I consider myself a communicator. I work in communications technology and I use that technology, and others, to communicate ideas of importance and value to business decision makers and colleagues every day. So whenever I get asked about the value of moving communications to the cloud, I know the answer. What puzzles me is the belief that somehow moving to the cloud is more expensive than runni...

BroadSoft
BroadSoft
Blog Post
BroadSoft
BroadSoft
Blog Post
  • Each year, Mobile World Congress inspires provocative promises from the world’s leading tech and mobile vendors about how their vision is shaping the future. With more than 100,000 futurists attending, there is no shortage of new mobile devices, IoT solutions, augmented reality experiences and driverless cars.

BroadSoft
BroadSoft
Blog Post
  • A Guest Blog from RedSky Technologies It’s 2:30 on a Sunday. Football season is over and spring training hasn’t started. So you head into the office to get ahead of a long week. No one is there, no distractions, just the pile of work. Halfway through the first white paper, the room starts to get hot. A pain in your right shoulder is getting stronger. The last thing you remember is dialing 9-1-...

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