As part of Access4 commitment to bring the latest products to the market, in 2017 we brought BroadSoft’s new contact centre CC-One to Australia and New Zealand. This product was a step change from the traditional call centre or queuing functionality that is available in Access4′ UCaaS offering.
CC-One brings a real predictive analytics-based contact centre with support for Omni-Channel interactions; its advanced analyser engine is unique in the market. While most contact centres will allow you to report and manage on what is in the ACD (Automated Call Distribution), CC-One will bring together this data with external data to form an end to end view of the customer interactions. With a step change in capability, Access4 needed to ensure that its partners can continue to deliver world-class customer experience.
Customers expect that a product delivers on its promise and works, which means that our partners needed to become experts in the product; how to deliver it and manage it. They need to be able to take a customer’s requirements and translate them into outcomes for contacts centres. This means not just being able to assist a customer in deploying a Cloud Contact Centre but to drive value for end customers through the knowledge.
‘As a partner-only organisation, this ability to have partners provide direct input and value to the end customer is critical. Customers have indicated their preference for their local systems integration partner to provide unified Communications; this now can extend to the Contact Centre’.
Our commitment to education ensures that Access4 partners are delivering CC-One solutions for customers and that they are equipped with the latest knowledge in the product. As a partner-only organisation, this ability to have partners provide direct input and value to the end customer is critical. Customers have indicated their preference for their local systems integration partner to provide unified Communications; this now can extend to the Contact Centre.
The individual certification achieved by the people that attended is part of our accreditation program for the partner organisation itself. With such a unique capability that requires specialist skills to manage, only Access4 partners that have completed accreditation will provide CC-One services to customers in the market.