Unity Call Center

Unity Client unlocks the full capabilities of BroadWorks at the user desktop and provides Service Providers a compelling proposition to drive ARPU.

In providing real-time visibility of colleagues, Unity improves workgroup collaboration, bringing users closer to each other and simplifying internal and external communication.

Featuring an intuitive, icon based interface, Unity provides point and click call control within the familiar Windows environment.

Unity Client is available in Lite, Pro and Enterprise variants. Please refer to the data sheet for a detailed breakdown of the differences

Unity Agent

• Configure Agent state [available, unavailable, wrap-up]
• Supervisor alerting by call or IM – only Supervisors assigned to the queue in BroadWorks are dynamically displayed
• Dynamic call centre login/logout
• Statistics for all queues that the Agent is a member of [the Agents own stats and summary queue stats such as calls in queue]

Unity Supervisor

All Unity Agent features but also including;

• Visibility of Agent and Queue status
• Directed Call Pick-Up with Barge-In support
• Ability to force Agent state [wrap-up, available, unavailable, sign-in, sign-out]
• Ability to force all Agents assigned to a particular queue to sign-in or sign-out of the queue
• Ability to set alarms against queues [such as calls in queue or longest wait] that pop an alert box when breached

Unity Wallboard

• Visibility of queue statistics including Calls in Queue, Longest Wait Time, Average Wait Time, Missed Calls, Received Calls and Answered Calls
• Ability to specify which queues and statistics are displayed. Multiple queues can be displayed at once and scrolling is available
• Unity Supervisors can send messages to the Wallboard to alert Agents