Take Emails Out Of Your Inbox
Even with Web Chat, Twitter and Voice Queues, Email communication is still the preferred option for many customers. But when someone emails your company, what happens?
Increase Agent productivity and the level of customer service by managing and routing Email Queues in the same interface you use to deal with Web Chat, Twitter, Callbacks and BroadSoft Voice queues.
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
An email comes into the Queue and is routed to the next available agent using simultaneous or longest idle algorithms.
View the email contents, or right click to perform a look up in the CRM platform and drill-in to any historical conversations.
Reply to the email, attach the required documents and send it away with the email signature already applied!
Supported Features
Unified Reporting
Unify Agent and Contact Center Email statistics alongside Web Chat and Twitter for a fully meshed Customer Service view
Service Level is King
Email Service Level shows you how many Emails you’ve had and how quickly the Agent are managing and replying to them
Equip Your Agents with Insight
Drill-in to transcripts of all historical conversations and customer information with added CRM Integration
ACD or Hosted PBX
Email Agents do not need to be BroadSoft Agents unless they are also taking inbound ACD calls
Time of Day Replies
Customise email signatures and send out of hours replies to set and meet customer expectations
Reduce Response Times
Ensure emails and requests are ending up in the right hands with speed and accuracy with advanced routing
BroadWorks Directories
Contacts Presence
Instant Messaging
Call Recording Control
Supported Mobile Platforms:
Web Chat
Integrate Web Chat within your overall voice solution. Quickly escalate chat to voice calls with just one click
Twitter
Engage on your customer’s terms by responding to Tweets and Direct Messages from within Unity Contact Center