TiVo® evolves to a multisite, multisourced contact center environment

TiVo® is a pioneer and market leader in digital home entertainment. Finding premises-based solutions to be too expensive and inflexible, TiVo® turned to BroadSoft. With BroadSoft CC-One, TiVo® gained on-demand scalability and seamless integration with self-service and IVR applications. In addition, TiVo® was able to eliminate half of its unnecessary 800 numbers. Average call handling time was reduced by 10 seconds, with agents saving more than 15 to 20 seconds per call on average.