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July 01, 2016

BroadSoft Provides Update on Transera Offering, Integration

By Paula Bernier
Executive Editor, TMC

BroadSoft Inc. in February of last year purchased contact center software company Transera (News - Alert). This week at Call Center Week I spoke with Steven Kaish, BroadSoft’s vice president of product marketing and alliances, to get an update on what’s happened in the 16 months since then.

Best known as a unified communications solutions provider, BroadSoft (News - Alert) had some call center capabilities prior to the deal. But the Transera contact center solution is more full featured.

The Transera solution had been packaged with the enterprise customer in mind, said Kaish. But BroadSoft’s customers are the communications services providers, so it’s now bringing the contact center solution it got via the Transera acquisition to CSPs.

Earlier this week BroadSoft announced that Broadsmart (News - Alert) Global is the first customer to go live with that solution. Broadsmart is a hosted and unified-communications-as-a-service provider for medium to large multi-location enterprises; in March VoIP company magicJack VocalTel Ltd. announced plans to acquire Broadsmart.

Initially, BroadSoft is offering its new call center solution to its existing 700 service provider customers. Sixty deals with these CSPs are in the pipeline, and three of them are closed, said Kaish.

The BroadSoft/Transera contact center solution features analytics that profile all agents and all customers. It looks at ACD data, CRM data, WFM data, and other data. The solution can also help predict why customers are calling into the contact center so it can send those calls to the best agent, arm that agent with the appropriate information, and even help that agent upsell the customer if it makes sense, Kaish said.

It also features a cloud routing solution that takes real-time stats from each premises-based ACD and can leverage that to load balance calls. That enables customers to begin with hybrid deployments and eventually move to the cloud.

BroadSoft is also working on integrating its UC solution with the new contact center so customers can buy one offering for the front and back office. Kaish said that integration is expected to be available by the end of the year.




Edited by Stefania Viscusi

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