Web Chat Queues for BroadSoft

Webchat Ratings

How many potential customers visit your website but don’t actually call?

Unity Web Chat offers a rich, contextual customer service experience that can help you attract new business and support existing clients. Incoming leads can be profiled against the CRM and forwarded to sales specialists for real-time escalation and conversion. Web Chat can be customized to suit your web site and setup in minutes to deliver incoming chat conversations to the customer service or sales pros in your team.

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

Presence Based Scripting

The message start chat widget can be changed, or even removed altogether, depending on whether Agents are joined and ready to take chats or if the office is closed

Handle Multiple Chats

Agents can take as few or as many concurrent chats as you need. The Agent can always see the visitor that has been waiting longest for a reply so they can prioritize their responses

Optional Chat Ratings

Visitors can rate their chat from 1-5 stars which is then saved with the chat history and is accessible allowing Supervisors to drill into transcripts to analyse low rating conversations

Auto-Log to Salesforce and Dynamics

All Web Chats are logged into the leading CRM platforms against Contacts or Leads, allowing Agents to view all historical interactions,

including calls and chats

Live Conversation Histories

Agents can see previous chat and call-back conversations for their current chat visitor, allowing them to seamlessly pick-up from where the last conversation left off

Escalate From Chat to Voice

If the visitor says, “Can you call me?” then the Agent can pivot from Chat to Voice with just

one click, opening up an outbound call on their BroadSoft extension

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

Twitter Twitter

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

Learn More

Services Key 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

Learn More

agent web for broadsoft

Webinar: How To Build a Web-Chat Queue in 3 Minutes

Unity Contact Center takes just minutes to setup and deploy to customers. Let’s do it live!

Watch the Webinar

BroadSoft Contact Center

Webinar: Introducing Contact Centre for BroadSoft

Requirements for web-chat and multi-channel customer contact are coming down market from Enterprise to the SMB.

Watch the Webinar

Webchat Event

Ratings for Web Chat

Everybody likes feedback, right? That’s why we have introduced optional ratings for post-chat visitor scoring.

Read More

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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