Unity Desktop is a UC Application

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  • Unity Agent Call

    Unity Agent provides critical call handling and queue visibility information to make Agents more responsive and informed about the calls they are taking.

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  • Unity Agent Call

    Unity Agent provides critical call handling and queue visibility information to make Agents more responsive and informed about the calls they are taking.

Product Tab
  • 1
  • Unity Agent Call

    Unity Agent provides critical call handling and queue visibility information to make Agents more responsive and informed about the calls they are taking.

  • 2
  • Unity Agent Call

    Unity Agent provides critical call handling and queue visibility information to make Agents more responsive and informed about the calls they are taking.

Product Tab
  • 1
  • Unity Agent Call

    Unity Agent provides critical call handling and queue visibility information to make Agents more responsive and informed about the calls they are taking.

  • 2
  • Unity Agent Call

    Unity Agent provides critical call handling and queue visibility information to make Agents more responsive and informed about the calls they are taking.

Product Tab
  • 1
  • Unity Agent Call

    Unity Agent provides critical call handling and queue visibility information to make Agents more responsive and informed about the calls they are taking.

  • 2
  • Unity Agent Call

    Unity Agent provides critical call handling and queue visibility information to make Agents more responsive and informed about the calls they are taking.

Product Tab
  • 1
  • Unity Agent Call

    Unity Agent provides critical call handling and queue visibility information to make Agents more responsive and informed about the calls they are taking.

  • 2
  • Unity Agent Call

    Unity Agent provides critical call handling and queue visibility information to make Agents more responsive and informed about the calls they are taking.

Unity Agent provides critical call handling and queue visibility information to make Agents more responsive and informed about the calls they are taking. The Personal Wallboard is unique in giving Agents real-time information on both the overall queue conditions and also their own call handling performance for the call and contact centres they are assigned to.

With the ability to alert Supervisors and chat with colleagues, Unity Agent is an essential tool in improving call processing and maximizing customer service

Unity Desktop is a UC application that enhances the BroadSoft user experience by making all features and services available in an intuitive and elegant interface. Combining presence, chat, call control and directories, Unity Desktop simplifies the making and receiving of calls and provides easy access to advanced functions.

  • Contacts [Busy Lamp Field]
  • Drag & Drop
  • Browser Click-to-Dial
  • Unified Directories
  • Service Configuration
  • Call Control
  • Chat/Messaging
  • Voicemail Access
  • Call Recording Control
  • Hot Desking & Flexible Seating

Unity Desktop is a UC application that enhances the BroadSoft user experience by making all features and services available in an intuitive and elegant interface. Combining presence, chat, call control and directories, Unity Desktop simplifies the making and receiving of calls and provides easy access to advanced functions.

  • Contacts [Busy Lamp Field]
  • Drag & Drop
  • Browser Click-to-Dial
  • Unified Directories
  • Service Configuration
  • Call Control
  • Chat/Messaging
  • Voicemail Access
  • Call Recording Control
  • Hot Desking & Flexible Seating

Call Center Features

Supported BroadSoft Features

join-leaveJoin/Leave Queue

Agents can change their availability to individual queues simply by right clicking the queue in the Personal Wallboard. Red and green icons toggle to show current status.

acd-stateACD State

Available, Unavailable and Wrap-Up are button driven from the main Unity Agent interface. If Unavailable Codes are in use, they are listed when Unavailable is clicked.

supervisorSupervisor Alerting

Right clicking any queue in the Personal Wallboard will allow the Agent to alert, either by calling or instant messaging, and Supervisor assigned to the
queue

forceDisposition Codes

Right clicking a inbound ACD call in the Active Call Window will display a list of any Disposition Codes that have been configured in BWKS. The Agent can select multiple codes.

inboundInbound & Outbound DNIS

Allows the Agent to change their outbound CallerID to be that of any call centre of which they are a member

Additional Unity Features

personalPersonal Wallboard

Displays queue information including calls in queue, longest wait, tweets, web chats, answered calls etc for both the Agent and the overall call center

abandonedAbandoned Call Back

Agent’s receive a list of abandoned CallerID’s that have been assigned by their Supervisor. Simply click to initiate call back and then mark the call as processed

supervisorQueued Calls List

Displays a list of all calls currently in queue. CRM Connector extends this further by flagging calls in queue as Leads or Accounts in the customer CRM

thresholdThresholds

Provides a visual indication of the call center performance. Different stats can have thresholds set that change green, orange, red as they trigger preset levels

crem-profilingCRM Profiling Calls in Queue

All queued calls are profiled as Leads or Accounts in the CRM allowing Supervisors to make informed decisions about which calls to prioritise

thresholdTeam ACD State

Displays the ACD state of up to 30 of their colleagues in the call center, as well as their hook state allowing Agents to visualise current resource availability

forceForce Disposition Code

Agents are forced to assign a Disposition Code to the previous call when they select Available ACD state meaning 100% accuracy in reporting

templatesTemplates

Automatically configure all Agents with the same stats, thresholds, call center membership and other variables Learn more

Agent Add-On Options

contact0-center

Contact Center

Unity Agent can also be used to process visitor website chat, call back requests, incoming emails and tweets from within the same ACD call processing interface

Learn More

browser-click

Browser Click to Dial

Click-to-dial from Chrome, Edge and Firefox

Learn More

deep-crm

CRM Connector

Connect to Salesforce, Microsoft Dynamics and more for screen-pop, click-to-dal, automatic logging and call queue profiling.

Learn More

browser-call

Browser Call Pop

Append incoming call details in a custom URL for an external web server

Learn More

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with CRM integrations and settings configuration.


    BroadSoft Service ProviderEnd User Customer or Reseller