Tag Archives: center

Steve Tutt, Kakapo Systems

‘Twitter Queues for BroadSoft’ Wins Product of the Year – Press Release

LONDON, Oct. 28, 2019 /PRNewswire/ — Kakapo Systems announced today that TMC has awarded Unity Contact Center a 2019 Communications Solutions Products of the Year Award. The latest release from Kakapo Systems adds Twitter Queues to the Unity omni-channel solution for the Cisco BroadWorks platform. This allows Service Providers to layer new digital channels on top of their existing BroadWorks SIP

Kakapo Unity Supervisor Review: A Bird’s Eye View with Granular Control – UC Today

UC Today, Anwesha Roy – October 13th 2019 Kakapo’s offering for contact centre leaders blends 360-degree call functionalities with powerful workforce management tools Kakapo is fast carving a distinct niche in the contact centre segment. The company started in 2006, with a desktop app for contact centres, progressing into agent-specific platforms. In 2010, Kakapo Unity

Kakapo Systems Announce Email Queues for BroadSoft – Press Release

London, United Kingdom, Aug 08, 2019 – Kakapo Systems, a developer of end user applications for the Cisco BroadSoft platform, have today announced availability of Email queues for BroadSoft. This builds on the existing Unity Contact Center suite that adds Web Chat, Twitter and Call Back queues, on top of BroadSoft ACD voice queues, for

Twitter Queues for BroadSoft

Understand Your Customer. Anticipate Their Engagement

Social media has transformed customer service expectation and given consumers a very public forum to air grievances. This has turned up the heat on companies, many of whom do not see their Twitter feed specifically as a customer service channel, but who are now having to engage with and respond to customers on this platform.

Twitter for BroadSoft

Twitter Queues for BroadSoft

Provide your customers richer experiences on their media of choice By its public nature, social media has forced companies to up their CX game, both in providing better products and services and responding to complaints. B2C companies across all sectors are finding that when customers want to complain, they prefer to do it on a

web call back

Shift from Inbound Calls to Call Back Queues Predicted – UC Today

New application for BroadSoft call centre customers from Kakapo Systems improves Customer Experience BroadSoft App developer, Kakapo Systems is predicting a shift away from solely inbound contact centres as more customers see the value of utilising Call Back Queues to drive better Customer Experience. Call Back Queues allow website visitors to request a call back via

TMC product of the year 2018

Kakapo Systems Wins Product of the Year for Unity Contact Center – Press Release

Unity Contact Center Recognized for Exceptional Innovation London, UK – 14 August 2018— Kakapo Systems announced today that TMC, a global, integrated media company, has awarded Unity Contact Center a 2018 Communications Solutions Products of the Year Award. Unity Contact Center is an add-on solution for any BroadSoft Hosted PBX or ACD deployment that intelligently

Webchat Ratings

Ratings for Web Chat

Everybody likes feedback, right? That’s why we have introduced optional ratings for post-chat visitor scoring. Compare Agents or Media Streams across your contact center We have now released a 5-star rating option for Web Chat media streams. This option can be enable for specific streams and allows the visitor to choose from 1 to 5

Abandoned Calls

Abandoned Call Capture within Unity Portal

The ability for Supervisors to assign abandoned calls to Agents for call backs is one of our most used call centre enhancements. Previously this required the customer to be running an instance of Unity Wallboard, which acted as a proxy in capturing the CLI of abandoned calls, along with date/time stamp and the call center

broadsoft webchat

General Contact Centre Enhancements

Web Chat Transfer – Conversations can now be transferred to other Agents in the same media stream, provided the receiving Agent is not on DND. Activity Log – The Call Logs tab in the contact center version of Unity Agent has now been changed to Activity Log and will show the last 30 web chat