Unity Contact Center
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 email@example.com what happens? Route it and measure it with Unity Contact Center
Integrate Web-Chat within your overall voice solution. Quickly escalate chat to voice calls with just one click
Web Call Back
Happy customers are those that don’t queue. Put a smile on their face and let Unity Call Back do the queuing for them
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
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
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
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 call-back with a single click
Unity Contact Center Webinars
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.