Contact Center Solutions Featured Article

Red Cross Taps BroadSoft for Contact Center

February 21, 2017

A contact center is no longer just the necessary evil it once was, and is now more of a potential revenue generator and a means to keep current customers as customers in the overall picture.  It's also a great way to help those businesses not so concerned about profit but needing rapid contact to stay in touch. To that end, the American Red Cross has turned to BroadSoft to help fill some vacancies in its contact center operations.

When the American Red Cross wanted to change over from its standard on-premise systems, it wanted a system that was sufficiently flexible to keep up with the level of demand that an American Red Cross system would have to keep up with every day just due to the fact it was a Red Cross system. It needed a system that could work in just about any setting—even where disaster has struck—and accommodate sufficient numbers of users to make the system ultimately worthwhile. That made BroadSoft's CC-One software as a service (SaaS) system a worthwhile choice in contact center provision.

Now, with the BroadSoft system in place, the American Red Cross has contact center access to 60 regions across the country, which allows for ongoing support for those regions even after most of the personnel have departed. The previous systems were much more difficult—and expensive—to keep up and running, a point where CC-One delivers significant savings in time and resources, making it much easier to have such operations in place for easier contact. It's also easier to establish new operations in places that may need such systems, which allows more rapid expansion for American Red Cross operations.

The contact center has long demonstrated itself as a great central clearinghouse operation for incoming calls, a point which businesses have long known even when the contact center wasn't the value-adding operation it is today, but rather just that necessary evil of a single point of contact. Even a single point of contact is a great addition to a service organization like the American Red Cross' operations, because so much of what needs to be done in a disaster-affected region needs to be reported to a central body, which can then dispatch aid accordingly. Improving such operations by making these cloud-based, meanwhile, means less strain on resources to keep these valuable systems running.

That's a positive point all around; the American Red Cross needs a contact center, and improving that contact center makes for the best overall result. BroadSoft, meanwhile, gets a powerful new sales point, and can demonstrate that if its systems are good enough for the Red Cross, these will likely be good enough for most any other application too.

Edited by Alicia Young