CRM Connector

Fully Meshed Transaction Histories

Do it once and get it right first time. Unity CRM Connector completely unifies all customer contact, including calls, emails, chats and tweets at a user level within the CRM.

Unity CRM Connector is a middleware solution that seamlessly joins the Broadsoft PBX and the customer CRM for screen-pop incoming calls and outbound click to dial. All calls are journaled within the CRM, including the direction of the call, with the option to edit the task log and leave the call log open or closed. The CRM can be polled directly from Unity Search, combining all Outlook, group, personal and CRM contact numbers in one place

Unity Desktop Features Included With Agent

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 Features Included With Agent

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

Features

Inbound & Outbound

Inbound & Outbound Screen Pop

Choose how popping works and set the trigger based on receiving or making calls, either direct to DDI or through a call center, or both

Dynamic Search

Unity will return matches from the CRM alongside those from BroadSoft and the users personal and public Outlook Contacts

Call Logs

Call Logs Profiling

Any Made, Received or Missed calls logged will also append the CRM lead or Account status of the caller, allowing the user to prioritise callbacks

Multi Channel Logging

Multi-Channel Logging

As well as calls, customer emails, web chats and tweets are now also logged within the CRM providing a single record of all customer contact

Setup in Seconds

CRM Connector is an add-on for any existing Unity seat type. All new or existing Unity users can access a 14-day trial and be operation in seconds

Abandoned Call Integration

Abandoned call lists include CRM matches, allowing Supervisors to ensure revenue opportunities are passed to Agents for callbacks

CRM in Queue

CRM in Queue Profiling

Unity can display a list of calls in queue, CRM Connector profiles calls against the CRM to allow Supervisors to prioritise calls

Automatic Call Logging

Unity can log a Call Task in the CRM, with the direction of the call, whether it was answered or abandoned and any notes added