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
BroadWorks Directories
Contacts Presence
Instant Messaging
Call Recording Control
Supported Mobile Platforms:
Web Chat
Integrate Web-Chat within your overall voice solution. Quickly escalate chat to voice calls with just one click
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