Unified communications-as-a-service provider Access4 has become the first service provider in Australia and New Zealand to host a deployment of BroadSoft’s newly released contact centre solution, CC-One in a move that enables its channel partners to offer a data driven contact centre and telephony solution in one to customers.
The company entered the Australian and New Zealand market last May with a business model it says is built for partners, with the company offering a multi-tenanted IP voice and UC platform with integrated provisioning, billing, sales and legal documents. The company targets mid-market IT providers.
Jonathan Reid, BroadSoft Asia Pacific and emerging markets managing director, says the CC-One offering, which is a cloud-based, omni-channel contact centre solution – is expected to have broad appeal across Australia and New Zealand for both 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,” Reid says.
Ruy Franco, Access4 director of sales and marketing, says Access4 is excited about the possibilities of the new BroadSoft solution and the impact it will have on contact centres in Australia and New Zealand.
“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,” Franco says.
“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,” Franco says.
The offering also includes call recording through Dubber, something Franco says makes it ‘a truly complete package without rival in the market from a partner perspective’.
CC-One uses real-time predictive call routing and analytics to lower operating costs and improve business performance and create a seamless customer experience across all major communications channels including voice, web, email, chat and social.
Customer trials and final testing of the offering is currently underway, with Access4 expecting to go live this quarter.