Contact center (old page)
Unity Contact Center provides your customers richer inbound experiences on their media of choice. Supporting Web Chat, Voice and Email queues, Unity allows your customer engagement teams to multi-task any incoming contact, ensuring optimal customer service and first contact resolution.
Supported Features Included with Unity Contact Center
Blended Agent Experience
All incoming conversations are presented within the intuitive Unity Agent interface.
Intelligent Agent ACD
Agents availability changes according to what type of conversations they receive
Pure Cloud Solution
Easily scale Queues, Media Streams and Agents without limits or bottlenecks.
Copy & Paste Deployment
Define the Media Stream behaviour then just paste the JavaScript into your web page
Salesforce & CRM Integration
Integrate a wide range of CRM platforms to facilitate contact lookup and “popping”
Advanced Routing
Unity’s sophisticated routing connects customers to the best equipped Agent
Supported Features Included with Contact Center
Blended Agent Experience
All incoming media calls of any type are presented within the intuitive Unity Agent interface, simplifying media handling and providing presence and chat with colleagues and the ability to alert Supervisors
Intelligent Agent ACD
Unity will intelligently manage the Agents availability to queues, for example making them Unavailable to voice queues when they have received web chat or email media
Pure Cloud Solution
As a cloud based platform we can scale media streams and agents without limit and with no bottlenecks meaning we can support you today and in the future
Copy & Paste Deployment
The Unity Contact Center portal allows supervisors to define their web chat queue behaviour and routing and then copy and paste the JavaScript into their web page to go live immediately
Web Chat Customization
Define how the chat animation will appear, what customer fields are required, which avatar and colour scheme to use to seamlessly embed Chat into your website
Canned Web Chat Responses
Unity can support multiple concurrent webchat sessions, providing Agents quick links to canned responses, attachments and data sheets to improve customer response times
Advanced Routing
Unity features sophisticated routing options for all media types and options for connecting customers to the best equipped Agent and making greatest use of available resource during peak periods
Callback Queues
As an alternative to inbound voice queues Unity supports Call Me Back queues, where the customers’ details are queued to an Agent, who then initiates the callback with a single click
Introducing Contact Center for BroadSoft
Requirements for web chat and multi-channel customer contact are coming down market from Enterprise to the SMB
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How To Build a Web Chat Queue in 3 Minutes
Unity Contact Center takes just minutes to setup and deploy to customers. Let’s do it live!
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