Twitter Queues for BroadSoft

Unity Desktop Features Included With Agent

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 Features Included With Agent

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

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 Directories

Unity Mobile will provide dynamic to all Group directories, including internal users, personal speed dials and common phone list

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

Contacts Presence

Other monitored users Available/Engaged hook stat is displayed in Contacts when the user is connected to wifi

Pull Call

Calls that have been set-up on a desk IP phone can be pulled, live and seamlessly, to unity Mobile

Instant Messaging

All users of Unity Mobile, Unity for Windows and Unity Web Apps can directly message each other

Calling Options

Users can set preferences for Call Through, Call-Back or Use Mobile or choose on a call-by-call basis

Call Recording Control

Users with the Call Recording service can Pause and Resume call recording from the Active Call Window

Show Call

Users can easily toggle between sending instant messages and searching Contacts back to controlling the current call with the Show Call feature

Supported Mobile Platforms:

Android 4.1 and above and iPhone iOS 8 and above

Webinar: Twitter Queues for BroadSoft

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

Watch the Webinar

Understand Your Customer.
Anticipate Their Engagement

Best practices for adding Twitter to your customer service channel.