MPC Interviews Yvette Bratt of Broadvoice
Please state your name, title, company, and email address to provide to prospective partners and customers interested in receiving more information.
Yvette Bratt, Regional Channel Manager at Broadvoice | GoContact – West Coast
How are you different than other brands in your space?
We’re different because we don’t just hand you a platform and disappear. We’re in it with you. Our solutions are built for the mid-market, so they grow with you without adding unnecessary complexity. We get you up and running fast, with real people ready to jump in and help if you need it. Plus, we have AI that’s focused on making customers happier, not just speeding things up, and rock-solid solutions built to keep critical industries like finance and insurance connected 24/7.
How would you describe your value proposition to prospective customers and channel partners?
We combine smart AI-enabled communications and contact center technology with real-world customer experience expertise, so you actually see results, not just get handed another set of tools.
What recent challenges have your company’s leadership faced and how did you overcome them?
The biggest challenge has been keeping up with how fast things are changing, especially around AI and customer expectations. Our leadership handled it by doubling down on listening to our customers and partners, then prioritizing investments that solve real-world problems right now.
What recent milestones have you achieved and why is it significant?
Over the last year, we’ve introduced an AI-driven customer experience that supports every point of the customer journey. Before a call, AI can handle routine questions and reduce volume. During the call, it gives agents real-time help and summaries. After, it streamlines QA, compliance, and performance reviews. It’s made work easier for agents and the experience better for customers.
What near-term opportunities will 2025 present to you and your team?
With new innovations in our product led by our new Chief Product Officer, layered with our NPS and CSAT scores in support, we’re positioned to further our commitment to customer experience and loyalty in 2025 (and beyond)!
What’s a key trend for your industry in 2025 and why do you think it’s important?
A big trend continues to be AI making its way deeper into UCaaS. We’re seeing smarter meeting tools, real-time voice assistants, and insights that actually help people work better together and track the entire customer journey. Deloitte points to 2025 as a turning point for AI in communications and I think UCaaS is where it’s having the biggest day-to-day impact, because that’s where teams connect, collaborate, and get things done.
