Twitter Queues for BroadSoft

What’s happening?

Customers are increasingly using Twitter to connect with brands they love, see what’s happening, give praise but also to vent frustration.

The public nature of social media interactions has raised the stakes for customer service. Unity Contact Center allows you to queue, route and report on incoming Twitter conversations allowing your customers handle to be used as a front-line customer support channel.

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 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

Direct Messaging

Some tweets demand a more confidential response, Unity allows Agents to send DM requests to take public conversations private

Routing Algorithms

Longest Idle and Simultaneous routing options with bounce and overflow ensure that Twitter conversations get answered promptly

Reopen Tweet Conversations

If a customer replies to the thread the next day then Unity will open the existing conversation, routing it back to the same Agent

Unified Reporting

Unify Agent and Contact Center Tweet statistics alongside Web Chat and Callback for a fully meshed Customer Service view

Performance Metrics

Easily visualize your overall Tweet performance and behaviour with real-world analysis and

in-depth reporting

Audit History

Users can drill into transcripts of all historical Twitter conversations with anonymity options

for GDPR compliance

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

Twitter Queues for BroadSoft

Webinar: Twitter Queues for BroadSoft

Expanding on our Contact Center overlay for BroadSoft, we can now announce availability of Twitter queues

Watch the Webinar

Twitter for BroadSoft

Understand Your Customer.
Anticipate Their Engagement

Best practices for adding Twitter to your customer service channel.

Read More

Twitter for BroadSoft

Twitter Queues for BroadSoft

The Unity Contact Center solution now supports Twitter queues over laid on the
BroadSoft ACD and as an extension of our Web Chat and Call Back queues

Read More

BroadSoft Contact Center

5 Reasons Why Unity Contact Center is Perfect for SMB

Provide your customers richer inbound experiences on their media of choice

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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