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.
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
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