Features
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 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
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 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

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…

Screen-Pop Salesforce Essentials & Browse to URL
For customers using Salesforce Essentials the Unity “Browse To URL” feature can be used for screen popping

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