Bring Unity to the world’s most popular communication platform
An essential resource for call and contact centers that use Microsoft Teams. Unity for Teams greatly enhances the overall solution by adding BroadSoft directories and overlay services, such as call center, which can all be managed from within Microsoft Teams. Unity for Teams options include Desktop, for UC users, as well as Agent and Supervisor to embed the BroadSoft ACD functionality within Microsoft Teams.
Key Benefits
Simple Deployment:
Following approval by an organizations Microsoft Teams administrator, new users can install Unity for Teams quickly and easily through the Microsoft Teams interface.
Heighten Agent Collaboration
Agents can seamlessly deliver exceptional customer experiences through Unity, whilst having full access to the collaborative internal workspace of Microsoft Teams.
Consolidate Contacts
Completely consolidate contacts with Unity’s unified directories and busy lamp field visualization, alongside the chat and presence functionalities of Microsoft Teams.
Presence Monitoring
Gain an extra level of detail on agent availability, with access to ACD state monitoring within Unity and presence monitoring within Microsoft Teams.
Full Unity Web Functionality
Unity Web Applications provide all their native call handling, team management, service configuration, advanced chat and BroadSoft voice functionality, all whilst sitting within Microsoft Teams.
Elevate Management Potential
Supervisors and customer service team leaders can enhance their management options, enabling complete oversight over both their Microsoft Teams and Unity ACD environments.
Consolidated Licensing
Utilizing ‘Anywhere’ licensing, users can access Unity however they wish. Whether through Microsoft Teams, their web browser, or a windows device.
Improved Efficiency
Merging Unity with Microsoft Teams reduces process hopping, fully optimizing navigational time and ease of use.
Key Highlights
Eliminate Process Hopping
In the fast-paced modern world of customer service, users have little appetite for swiveling between applications. By pairing the BroadSoft voice and ACD functionality with the video and collaboration capabilities in Microsoft Teams, users can operate with greater efficiency, all within a single interface.
Enhanced Integrations and Contacts
Unity for Teams enhances the current Microsoft Teams offering by supplying its powerful integrations and robust contacts options. Users can utilize Unity to access their outlook contacts, BroadSoft directories, along with third-party database applications and SQL databases.
Advanced Call Control
The Unity for Teams applications provide a richer calling experience not available natively with Microsoft Teams. Once a call is answered, advanced call control, recording start/pause, barge-in, escalation and more call control features are available to users, along with access to corporate directories.
