Tag Archives: 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

webchat agent

Last Agent Routing for Web Chat

Customer service experience has now been enhanced with last agent routing for web chat. This is configurable in the Profile of each chat media stream and, when enabled, will route an incoming chat to the last Agent that took a chat from the visitor. Naturally this reduces the anonymity that can become a problem with

new UI

New Presence Icons

The new Unity UI, coming first the web apps and then the Windows clients, has some new icons for the Contacts BLF tab, but the changes are more than just cosmetic. We are now combining both hook state and XMPP status. Previously, Unity displayed XMPP in the “Status” field, but this is now reflected in

Intternet Telephony

Kakapo Systems Wins Product of the Year Award – Press Release

London, United Kingdom, Jan 23, 2015 — Kakapo Systems announced today that TMC, a global, integrated media company, has named Unity Reception as a recipient of a 2015 INTERNET TELEPHONY Product of the Year Award. Steve Tutt, Marketing Director says “We are delighted with this recognition from TMC. Communication is becoming less device centric, with

Unity Mobile for BroadSoft

Kakapo Systems to Launch Unity Mobile at BroadSoft Connections

Kakapo Systems, a leading developer of applications for the BroadSoft BroadWorks platform, today announced that it will launch its Unity Mobile application at BroadSoft Connections 2014. Scottsdale, Arizona, October 12, 2014 – Unity Mobile extends the call control, service configuration and instant messaging capabilities of Unity Desktop onto the mobile, allowing BroadSoft service providers to project their

Broadsoft call center app

Kakapo Systems to Launch Event Recorder at BroadSoft Connections

Kakapo Systems, a leading developer of desktop applications for BroadSoft, today announced that it will demonstrate its Call Centre Event Recorder at BroadSoft Connections 2012. Scottsdale, Arizona, October 9, 2012 – Unity Event Recorder captures the incoming CLI, in real-time, of any abandoned calls into BroadWorks call centre on R16 and upwards. This allows call centre

BroadSoft Wallboard

Kakapo Systems to Unveil Unity Call Center Wallboard at BroadSoft Connections 2011

Kakapo Systems, a leading developer of desktop applications for VoIP platform integration, today announced that it will demonstrate its Unity Wallboard application at BroadSoft® Connections 2011: Crush It! being held at the JW Marriott Desert Ridge Resort in Phoenix, Arizona, October 16 – 19. LONDON, UNITED KINGDOM and PHOENIX, ARIZONA — (Marketwire) — 10/17/11 —