Outlook Integration

Outlook integration broadsoft

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Integrate Your Outlook With Unity

Unity Reception users can connect directly with an Outlook, Exchange or Office365 platform to view and access their contacts, display appointments/meetings (referred to as “Calendar events”) and send a callback request to any user within the Group or Enterprise.

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

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

Calendar Events in Status Column

View the current calendar events and meetings of colleagues in the status bar.

Calendar Integration

The BLF displays the Outlook Calendar events for today and tomorrow for the selected user.

Reception - Outlook Calendar Integration
Reception - Outlook Contacts Search

Contact Search

Import all your contacts and use the dynamic search to access them in Unity.

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

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