Web Callback Queues for BroadSoft

Want me to call you back?

How much happier would your customers be if they didn’t queue before talking to an Agent? Customer Service research has proven that customers have a much higher wait threshold with queued Callbacks, where they can go about their business, versus waiting on hold for a Call Center and queuing themselves.

Unity Callback queues for BroadSoft are web-based widgets that let the customer enter their details and wait for a call. The request is then queued into the required Agents who can initiate the outbound call on their BroadSoft extension with one click

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

Zero Abandoned Calls

There is no longer any concept of “Abandoned”. All Callback requests are processed and called for 100% completion

Service Level is King

Callback Service Level shows you how

many Callbacks you’ve had and how quickly you’re calling them back against your

Set The Expectation

Use optional delimiters to set expectations based on live conditions “We are currently calling customers back within a few minutes”

Uses Your BroadSoft Platform

Callback queues are an overlay for BroadSoft. Nothing needs to be done and the click-to-dial is completed using BroadSoft

ACD or Hosted PBX

Callback “Agents” do not need Agent Standard or Premium service on BroadSoft unless they are also taking inbound ACD calls

Time of Day Messaging

Display the Callback queue widget when the office is closed so that visitors can request a Callback for the next day

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

Contact Center Media Streams

Individual Chat Web Chat

Integrate Web Chat within your overall voice solution. Quickly escalate chat to voice calls with just one click

Learn More

Twitter Twitter

Engage on your customer’s terms by responding to Tweets and Direct Messages from within Unity Contact Center

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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