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

Supported CRM Platforms

Salesforce
Microsoft
Agile
Zendesk

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 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

Features

inbound Inbound & Outbound Screen Pop

Pop the contact record. 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 Dynamic Search

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

automatic-call Automatic Call Logging

Unity can optionally log a Call Task in the CRM, with the direction of the call, whether it was answered or abandoned and any notes the user has added, which they can do from within the Unity call window. Logs can be manually or automatically closed allowing the user to leave the Task as Open or consign it to the history log in the CRM

call-logsCall Logs Profiling

Any Made, Received or Missed calls logged in Unity will also append the CRM lead or Account status of the caller, allowing the user to prioritise call-backs to sales opportunities

crm-queqe CRM in Queue Profiling

Agents and Supervisors can optionally display a list of all calls in queue for the call centers they are assigned to. CRM Connector builds on this functionality by profiling all calls against the CRM as they hit the queue. Leads and Accounts are highlighted to allow Supervisors to prioritise preferred customer calls

abandoned Abandoned Call Integration

Abandoned call lists will now include CRM matches, allowing Supervisors to ensure revenue opportunities are passed to Agents for call back first

multi-chanel 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-second 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

Learn More

browser-click

Browser Click to Dial

Unity supports click-to-dial from Chrome, Edge and Firefox using an extension that is automatically installed as part of the Unity…

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screen-popup

Screen-Pop Salesforce Essentials & Browse to URL

For customers using Salesforce Essentials the Unity “Browse To URL” feature can be used for screen popping

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unity-api

Unity Connect API

Unity Connect is an API that allows Broadsoft call and presence control to be embedded in third-party applications.

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Get Your Unity CRM Connector Apps 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