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Artificial Intelligence, The Terminator, Post-Humanism, Bionic Limbs, Singularity…As the power of technology continues to surpass human ability in new and rapid ways, our fascination and often fear of machines ask us to question the boundaries of human interaction and the artificial. While predictions and theory vary and even contradict one another, there seems to be a consensus on a need for balance. We see this need often today; whether it is a customer caught in a calling queue or a caller sent to a desktop voicemail over a live mobile human. When it comes to a business’s call center offering, the quest for balance takes front-line.
Service providers must answer the call for an innovative solution to the growing struggle between human response and mechanical communication. As an integral piece of any business’s customer service offering, we believe the move toward hosted call centers offers the flexibility, functionality and visibility required to move end-customers quickly to a live voice without wasting time or resources. Today, service providers leverage hosted communication services to boost human communication through productivity features and on-going application integration, all while minimizing human and environmental risk with automatic maintenance and business continuity.
More and more, we see the end-customer seeking an intuitive call center solution that allows optimal, live customer service while taking advantage of hosted unified communication technology. Micah Solomon, entrepreneur and customer systems innovator, writes for Fast Company on the growing need for live support as organizations place more services in the hands of technology:
Online customers are literally invisible to you (and you to them), so it’s easy to shortchange them emotionally…This lack of visual and tactile presence makes it even more crucial to create a sense of personal, human-to-human connection.
Following such demand, BroadSoft’s own BroadWorks® Call Center application recently released new enhancements allowing service providers the scalability to extend their hosted call center offering into enterprises with higher call volumes and more complex reporting requirements. Taking full advantage of the benefits of a hosted solution, such as low-upfront cost and scalability, the BroadWorks® Call Center application opens new revenue streams from premise-based platforms.
To explore the benefits of hosted call center solutions, read on http://bit.ly/broadsoftcallcenter or request a sales representative contact you.
As Leslie has discussed, the results from hosted service providers have been very good in an economy where so many businesses are in decline. In contrast, one declining category includes PBX vendors, many who have reported a 20% loss in line shipments during the first half of this year. We just finalized our 2nd quarter reporting and our performance results are very positive. We have always maintained the business philosophy that we make money when our customers make money. Many of our customers saw their sales grow 20% in Q2 over Q1 of this year, so clearly, the success of our customers is helping to grow our business quarter over quarter, year over year.
What is exciting is the fact that hosted telephony growth is a global trend. During the second quarter I visited with customers from the Americas, across Europe and Asia Pacific and all told me that their networks have been growing. Our service provider customers are serving larger and more demanding enterprises with hosted PBX, Unified Messaging, Collaboration and Call Center services. The expansion of hosted communication features in their services portfolio has also helped them to increase their monthly recurring revenue.
My prediction is that this is the start of a favorable trend for hosted service providers. The benefits of a hosted solution are becoming clearer in the minds of business owners and executives. And our industry has a renewed focus on innovation. Employees face unique communication challenges within their specific industry or vertical market. Innovative service providers and third party developers are building new, integrated applications that help employees more effectively communicate in their specific vertical industry. By continuing to add value to our networks that address expanding customer requirements we grow our collective businesses.
I’m looking forward to seeing what hosted service providers are selling in Q3.
Michael Tessler
Scott Hoffpauir
Leslie Ferry
Alex Doyle
Curtis Hartmann
Shirish Andhare
Paul Adams
