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Bolstering Your CX Support: Three CX Experts Join Broadvoice

Welcome CX experts

As a channel manager, you need to make sure your clients get the products and support they need to be successful. They depend on you to bring them solutions to make their lives easier and improve their experience. And as you double down your support for your clients, we’re doing the same for you.

As Broadvoice continues to grow, we’re investing in top CX innovation. We’ve added robust CCaaS functionality, introduced AI into our solution, and stayed consistent in our support. Now, we’re investing in the top talent to support you and your clients. Recently we’ve brought on three new CX experts to guide our CX channel team. Welcome industry veterans Jessica Cervera, Kimberly Rusch, and Madelyn Webster.

Welcome CX Experts

Jessica joins us as a National CX Specialist. Her goal is to help you sell and support our breakthrough CCaaS platform, GoContact. She’ll support your understanding of its features like WFM and Analytics (by BrightMetrics). And she’ll help you as we release new AI features, like Agent Assist, Call Analytics, and Post-Call QA. Jessica has 13 years of experience at Oracle, Mitel, 8X8, and IntelePeer.

Next, we’ve added Kimberly Rusch. She’s our newest Regional Manager, focusing on the Upper Midwest territory. She’ll add CX and CCaaS into the conversation for those she supports. Some of you may already know her well, as she has more than 10 years of experience in the industry, having held roles at Sangoma, IntelePeer, and TBI.

And finally, Madelyn is our newest Regional Manager. She’ll focus on partnerships in Texas, Oklahoma, and Arkansas. With more than a decade of experience in the channel, she’s her experience is vast. She’s worked with Interactive Intelligence, NICE, Avaya, Aircall, and Logix Fiber Networks teams.

Connect with Jessica, Kimberly, and Madelyn to learn more about how they can help you.

Inside Our CX Commitment

In today’s hyper-connected world of ever-changing customer expectations, delivering an exceptional customer experience isn’t just a differentiator. It’s fundamental to success. The demand for CX solutions has skyrocketed, leading to massive growth in the CCaaS and UCaaS markets.

According to ResearchAndMarkets.com, the global CCaaS market is expected to generate $17.83 billion by the end of 2029 (up from $4.73 billion in 2022). From 2024 to 2029, global CCaaS is expected to expand at a CAGR of 19.28%. At the same time, the unified global CX market is expected to generate $173.68 billion by the end of 2029 (up from $90.87 billion).

In an increasingly crowded market, our commitment to innovative CX sets the Broadvoice product suite apart. At this point, you already know our deep commitment to our partnerships and service. Now, we are prioritizing CX in everything we do through considerable investments in team expansion and training, product innovation, and AI.

Understanding Broadvoice’s CCaaS Platform, GoContact

Our CX-focused strategy began when we launched our CCaaS platform in the U.S. GoContact is a secure, geo-redundant platform that combines features like robust analytics, WFM, and AI. The omnichannel platform lets your clients connect with customers and agents on any channel while keeping customer history and data safe and accessible in one place.

With GoContact, your clients can easily send CSAT surveys, map cohesive customer journeys, and scale using surge licensing. They can also add AI to their workflows to automate responses, complete tasks, and trigger actions, like sending a message from your IVR, without using an agent.

 See GoContact in action. Talk to your channel manager.

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