SMS Queues

Deliver Exceptional Customer Experiences Through SMS

In a digital world where everybody is on the go, mobile phones remain a constant.
Match your customer’s behaviour by leveraging SMS as an inbound communication channel. Multi-media SMS integrations allow customers to connect with your contact center wherever and whenever from the comfort of their mobile phones. For a true omnichannel solution, add SMS Queues to Unity Contact Center and connect quickly with customers on the device they use the most.

Key Benefits

Conversation History

View all historical conversations from the current customer to pick-up from where they left off.

Multi-Media SMS

Non-text media can be sent as links, so you can send images within your text-only bundle.

Integrate With Your CRM

Automatically pop the CRM and log SMS conversations from CRM contacts and leads.

Simplified Provisioning

Any number assigned from the CPaaS provider can be assigned to a Contact Center Queue.

Single Interface

SMS messages are received in the same interface as Web Chat, VoIP calls, Tweets and Emails.

SMS Logging

View all Contact Center SMS conversations in the Call Logs.

Unity IM Integration

Manage SMS the way you manage IMs within the Unity interface.

Complete SMS Integration

Integration allows agents to send images and PDFs as links or as MMS, with ad-hoc SMS able to be dispatched simply through use of the dial pad. In addition, SMS can be sent to a CRM contact within Unity with ease.

The pro in problem solving
Rearview shot of a young woman working in a call centre

View Customer Journeys

Mapping a customer’s journey is crucial to understand their behaviour and fine-tuning your offering. Agents can view the customer journey alongside communication history to gain full context either in real-time, or ahead of a conversation.

See ‘SMS Queues for BroadSoft’ in Action

Complete the form to request a demo of ‘SMS Queues for BroadSoft’ with our product specialists.

    BroadSoft Service ProviderEnd User Customer or Reseller