Cisco > Case Studies > CBTS improves time-to-market with innovative unified communications SaaS by BroadSoft

CBTS improves time-to-market with innovative unified communications SaaS by BroadSoft

Customer Company Size

Large Corporate

Region

America

Country

United States

Product

UC-One software-as-a-service (SaaS)
BroadWorks cloud PBX and UC platform

Tech Stack

Cloud PBX
Unified Communications
Software-as-a-Service

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Productivity Improvements
Cost Savings
Brand Awareness

Technology Category

Platform as a Service (PaaS) - Connectivity Platforms
Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Telecommunications

Applicable Functions

Business Operation

Use Cases

Process Control & Optimization
Predictive Maintenance

Services

Cloud Planning, Design & Implementation Services
Software Design & Engineering Services

About The Customer

CBTS is a wholly owned subsidiary of Cincinnati Bell, a company that combines deep technical expertise with a full suite of flexible unified communications (UC) and cloud solutions. These solutions are designed to drive business outcomes, improve operational efficiency, mitigate risk, and reduce costs for large enterprise and mid-market businesses in all industries across the United States and Canada. CBTS has been a partner of BroadSoft since 2003, offering hosted PBX services to over 80,000 users from their scalable BroadWorks cloud PBX and UC platform. The company is headquartered in Cincinnati, Ohio and has over 1,500 employees. It operates in four main practices: Cloud, Communications, Infrastructure, and Consulting Service. CBTS has also made acquisitions, including OnX and Suntel.

The Challenge

CBTS, a subsidiary of Cincinnati Bell, was facing several challenges in its operations. The company was struggling with time-to-market issues, as new features and enhancements were only being delivered once or twice a year. This slow pace was causing them to lag behind their competitors. Additionally, every time CBTS introduced a new version of their client software, they also needed to update the branding, which was a labor-intensive process that further delayed the delivery of the latest features to customers. CBTS also lacked the internal expertise to drive mobile innovation, which was a vital aspect of communications. Lastly, the company needed to increase operational efficiencies to free up their engineering and operational teams’ time to work on more strategic projects.

The Solution

To address these challenges, CBTS partnered with BroadSoft to deploy their UC-One software-as-a-service (SaaS). UC-One is an intuitive SaaS collaboration application for calling, messaging, and meeting. It provides all the essential unified communications and collaboration capabilities including HD voice and video, instant messaging, presence, file sharing, screen sharing, online meeting rooms with guest access, and integration with popular business applications to provide quick access to content during conversations. UC-One comes with a fully-built, easy-to-brand digital microsite which includes all kinds of great content such as tutorials, videos, and collateral, and the ability for customers to try and buy the service. This helps service providers accelerate time to market, and easily manage the entire SaaS lifecycle. UC-One includes a 30 day free trial for end users. New UC-One users download the clients, self activate, and experience all the benefits of UC-One. Transitioning the trial user to a commercial user is seamless.

Operational Impact

CBTS is now more agile and has significantly improved their time-to-market and competitive advantage.
The company has reduced labor and time expenses.
CBTS has the innovation of UC-One SaaS without dedicating significant resources, so they can focus on their core business and on sales.
UC-One SaaS doesn’t depend on the release of the BroadWorks platform, which relieves CBTS of the need to sync-up the releases and accelerates the innovation cycle even further.

Quantitative Benefit

The typical installation for a new service added to a BroadWorks platform in a service provider environment is 12 - 18 months. CBTS was able to accomplish this in 4 months.
CBTS person hours have been significantly reduced from weeks to sub-hours with the new UC-One solution.