Case Study: American Red Cross achieves on-demand agent flexibility and lower costs with BroadSoft

The American Red Cross gains the agent flexibility it needs when disasters hit

The American Red Cross operates a national call center supporting 700 local chapters and blood donors, but its legacy on‑premises contact‑center system was costly to maintain, hard to upgrade and required permanent agent connections that made rapid scaling during disasters impractical. To address this, the organization moved to cloud‑based SaaS functionality using the Cisco Customer Journey Platform; vendor BroadSoft is named in the case materials.

BroadSoft’s cloud approach gave the American Red Cross the agent flexibility it needed to scale up and down quickly for disaster response, enabling supervisors to bring agents online only when required. The solution simplified operations and helped keep costs low, improving the organization’s ability to respond to spikes in demand without the expense and complexity of permanent connections.

American Red Cross