Contact center (old page)

How Can We Help?

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 Media Streams


When someone emails your company what happens? Route it and measure it with Unity Contact Center


Learn More

Web Chat

Integrate Web-Chat within your overall voice solution. Quickly escalate chat to voice calls with just one click


Learn More

Web Callback

Happy customers are those that don’t queue. Put a smile on their face and let Unity Callback do the queuing for them


Learn More


Engage on your customer’s terms by responding to Tweets and Direct Messages from within Unity Contact Center


Learn More


Route and respond to incoming SMS messages and leverage text messaging as an inbound front-line customer support channel.

Learn More

BroadSoft Web Chat CRM platform

Supported Features Included with Unity Contact Center

Blended Agent Experience

Blended Agent Experience

All incoming conversations are presented within the intuitive Unity Agent interface.

Intelligent Agent ACD

Intelligent Agent ACD

Agents availability changes according to what type of conversations they receive

Pure Cloud Solution

Pure Cloud Solution

Easily scale Queues, Media Streams and Agents without limits or bottlenecks.

Copy & Paste Deployment

Copy & Paste Deployment

Define the Media Stream behaviour then just paste the JavaScript into your web page

CRM Profiling Calls

Salesforce & CRM Integration

Integrate a wide range of CRM platforms to facilitate contact lookup and “popping”

Advanced Routing

Advanced Routing

Unity’s sophisticated routing connects customers to the best equipped Agent

Supported Features Included with Contact Center

blendedBlended 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

intelligentIntelligent 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-cloudPure 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-pastCopy & 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-chatWeb 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-webCanned 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-routingAdvanced 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

call-backCallback 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

Unity Contact Center Webinars


Introducing Contact Center for BroadSoft

Requirements for web chat and multi-channel customer contact are coming down market from Enterprise to the SMB

Watch Now


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!

Watch Now

Get Your Unity Contact Center Trial Now!

Request a free demo and we will help you create your contact center today, complete
with CRM integrations and settings configuration.

    BroadSoft Service ProviderEnd User Customer or Reseller