Unified Communications Featured Article

BroadSoft Hub Brings AI to UC and Workforce Communications

By Michael Guta
Contributing Writer

There is no denying digital communications has dramatically improved the way today's workforce interacts with each other. However, the available data can be overwhelming, requiring more human resources to make sense of all the information. But developments in Artificial Intelligence (AI), machine learning and big data analytics now make it possible to better handle the massive amount of data being generated by organizations and the industry every single day. The BroadSoft Hub is a BroadSoft (News - Alert) Business cloud service with built-in contextual intelligence that gives users real-time access to the files, notes and content that is relevant to the interaction they happen to be having at the time.

BroadSoft announced Hub is now available commercially across all of its business applications, including UC-One (unified communications), Team-One (team collaboration), and CC-One (customer contact centers—future availability). Hub takes UC and workforce communication to a new level by displaying relevant contextual information to users based on who the user is talking to or messaging, and whether they are in the office or on location.

According to IDC (News - Alert), knowledge workers, on average, spend 2.5 hours a day searching for information. This is 2.5 hours that can be better spent on something more productive. Hub combines the user's communications with BroadSoft's wide range of cloud applications and makes them accessible on any device.

Hub was being tested for the past year in beta trials with BroadSoft's enterprise and service provider client base. Scott Hoffpauir, chief technology officer, BroadSoft, said, “After successful beta trials… we are thrilled to make Hub commercially available so that businesses of all sizes can transform workforce communications. Hub infuses intelligence into every real-time conversation and meeting. Welcome to the era of the contextual conversation.”

Hub has built-in cloud applications with real-time communications, including Office 365, Google (News - Alert) G Suite, Salesforce, Team-One and Twitter. The company said it will be adding more applications in the future along with improvements of Hub. As a cloud service, BroadSoft says it can introduce new functionalities quickly, including integrations, user interface (UI) refinements, performance improvements and availability on other BroadSoft Business applications.

Hub is also part of the bOpen APIs, which will give service providers and third-party developers the ability to leverage BroadSoft Hub’s open APIs to build custom integrations to create tailored solutions for each business.

Having a single environment for all the communications needs of a company removes the complexities and problems siloed systems create. Hub has introduced contextual-sensitive UC across multiple business application, so each interaction is made available when it is needed. This not only makes employees more efficient, but it delivers better customer service by addressing their needs on the spot.

If you’d like to learn more about AI, APIs and real time, be sure to check out TMC (News - Alert) and Crossfire Media’s newest conference and expo, Communications 20/20, happening July 18-20 at Caesars Palace in Las Vegas. The event will focus on the next wave of technology and innovations that will transcend the importance of person to person contact, disrupting the future of the entire communications industry. Find out more HERE.