SMS Queues for BroadSoft

Match your customer’s behaviour by leveraging

SMS as an inbound communication channel

For a true omnichannel solution, add SMS Queues to Unity Contact Center and connect quickly with customers on the device they use the most.

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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

Supported Features

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 Chats, VoIP calls, Tweets and Emails.

SMS Logging

All Contact Center SMS conversations threads are saved and accessible in the Call Logs.

Supported CPaaS Platforms

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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

Twitter Twitter

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

Learn More

Services Key Web Callback

Happy customers are those that don’t queue. Put a smile on their face and let Unity Callback do the queuing for them

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