Tag Archives: contact

Shift from Inbound Calls to Call Back Queues Predicted

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

Kakapo Systems Wins Product of the Year for Unity Contact Center

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

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

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

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

Kakapo Systems Receives 2015 INTERNET TELEPHONY Product of the Year Award

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