With CRM developer, VoIP firm boosts customer experience (IT Toolbox Blogs)



Broadvoice has acquired XBP with the aim of bringing XBP’s communications development software into its own suite of hosted and unified communications offerings. With its strong position in the market for both VoIP and contact centers, the deal will enable Broadvoice to distribute XBP’s software to a far wider audience.

Based in Los Angeles, XBP has made its name in the development of custom telephony and contact center services. Its focus has been on crafting more customized solutions, allowing clients to build upon its existing VoIP and contact center platforms – as well as to add more reporting and features according to their own requirements.

Broadvoice confirmed it will integrate the XBP user interface into its existing suite of services, opening customer access to XPB’s Twilio-compatible APIs and WebRTC software development facilities. This will help them to add communication and collaboration facilities into their existing voice environments, and create a better experience for end customers.

XBP’s cloud-based contact center application includes built-in features to improve productivity and operations supervision, including advanced call queues, auto-attendants and announcement capabilities. 

“We are huge fans of Broadvoice and XBP and have been bundling the technologies of both companies for our customers and agents,” explains Steve Olsen, founder of the PSI Network, a master agency working with more than 50 providers of telecom and data services. “We could not be happier that these two are coming together, and we look forward to great success offering a product line that features their combined, integrated strengths.”

Key Takeaways:

• Users of XBP’s services can build their own feature-rich call centers, without the need for new hardware, software or up front capital costs.

• The acquisition by Broadvoice can be seen as part of its wider plans to expand its channel program, which it launched three years ago. 

• Initial feedback from partner firms on the new Broadvoice partner portal has been positive.

 

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VoIP; customer experience; VoIP communications

Source: SANS ISC SecNewsFeed @ May 4, 2017 at 11:18AM

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