Key Benefits
Blended Agent Experience
All calls and conversations (across text, email, web callbacks, Twitter and webchats) are presented within the intuitive Unity Agent interface, simplifying communication channel handling and ensuring agents can focus entirely on delivering superior customer experiences.
Pure Cloud Solutions
Media streams/communication channels and agents can be scaled with no limits or bottlenecks, supporting you today and tomorrow.
Intelligent Agent ACD
Automate basic agent processes, freeing them up to focus on customers. Unity will intelligently manage the agents available, making them unavailable when entering a conversation.
Copy and Paste Deployment
Customers can hit the ground running and eliminate the reliance on dedicated engineering. Built with simplicity in mind, Unity’s easy-to-use Portal allows supervisors to define their web chat queue and routing behavior, then paste into their website to go live immediately.
Advanced Routing
Ensure all inbound communications get where they need to be. Sophisticated, customizable routing options for all media types and options connect customers to the best equipped agent.
Salesforce & CRM Integration
Integrate a wide range of CRM platforms to facilitate contact lookup and “popping”
Unity Contact Center Apps
Unity Agent Contact Center
Empower Agents
No matter the channel, exceptional customer experiences require agents to be equipped for success. By consolidating all incoming contact within a single, easy to navigate interface, customer engagement teams can multi-task any incoming contact, ensuring optimal customer service.
Unity Supervisor Contact Center
Elevate Supervisors
First-class management requires a best-in-class toolkit. Unity Contact Center’s powerful supervisor management app enables customer service team leaders to proactively support and inspire agents with access to intuitive management tools. In addition, supervisors can respond to any emerging challenges with full visibility of real-time and historical queue statistics.
Desktop Contact Center
Supercharge your PBX environment by adding advanced omnichannel features
to the Unity Desktop app.
Related Insights
In the Press | Tracking Contact Center Performance Against Google AdWords Spend
On 10 May, 2024
Post by: Team Kakapo
Read the article by UC Today ‘Tracking Contact Center Performance
Kakapo Systems exhibiting at Cavell Summit Europe in March 2024, UK
On 30 Jan, 2024
Post by: Team Kakapo
Come and see us in London at the Cavell Summit
Kakapo Systems Announces the Launch of Unity for Teams Applications for Cisco BroadSoft Users | Press Release
On 08 Jan, 2024
Post by: Team Kakapo
Kakapo Systems release new Unity for Microsoft Teams applications for
In the Press | Embedding Cisco BroadSoft into Microsoft Teams
On 15 Dec, 2023
Post by: Team Kakapo
Read the article by UC Today ‘Embedding Cisco BroadSoft into