Email Queues for BroadSoft

Email queues for BroadSoft

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.

View The Webinar Get Datasheet

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.

Email Queues for BroadSoft
Email Queues for BroadSoft

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

Supported Features

call-control BroadSoft Call Control

Unity Mobile call control buttons allow the user to access the host BroadSoft system and easily perform Hold/Retrieve, Transfer and Conference

broadworks BroadWorks Directories

Unity Mobile will provide dynamic to all Group directories, including internal users, personal speed dials and common phone list

Agent Stats Call Center Agent

Call Center Agents can toggle their ACD state from Available, Unavailable and Wrap-up and choose Unavailable codes. They can also Jon and Leave call centers

busy-lamp Contacts Presence

Other monitored users Available/Engaged hook stat is displayed in Contacts when the user is connected to wifi

 

Call PullPull Call

Calls that have been set-up on a desk IP phone can be pulled, live and seamlessly, to unity Mobile

instant-messages Instant Messaging

All users of Unity Mobile, Unity for Windows and Unity Web Apps can directly message each other

call-pull Calling Options

Users can set preferences for Call Through, Call-Back or Use Mobile or choose on a call-by-call basis

call-recording Call Recording Control

Users with the Call Recording service can Pause and Resume call recording from the Active Call Window

 

Call Center Show Call

Users can easily toggle between sending instant messages and searching Contacts back to controlling the current call with the Show Call feature

mobile-platform Supported Mobile Platforms:

Android 4.1 and above and iPhone iOS 8 and above

Contact Center Media Streams

Individual Chat Web Chat

Integrate Web Chat within your overall voice solution. Quickly escalate chat to voice calls with just one click

Learn More

Twitter Twitter

Engage on your customer’s terms by responding to Tweets and Direct Messages from within Unity Contact Center

Learn More

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.


BroadSoft Service ProviderEnd User Customer or Reseller