Kakapo Systems, a software development company, specialising in solutions for BroadSoft users, now offers a state-of-the-art contact center system explicitly designed to streamline the modern multi-channel communication experience. I chatted to Steve Tutt, Marketing Director at Kakapo Systems about their latest software release.
Kakapo Systems has been developing incredible UC and call center services for BroadSoft service providers for years now, committed to delivering the applications that enhance both user and customer experience. I was lucky enough to sit down for a conversation about Kakapo's "Unity Contact Center" service, which recently won the TMC "Product of the Year" award.
What is Unity Contact Center?
Unity Contact Center is the add-on service for BroadSoft Hosted PBX and ACD deployments. Essentially, the service lays over the top of BroadSoft call back and web chat capabilities, giving BroadSoft service providers and end-users a management hub for customer service experience. The solution implements chat into the customer website and integrates that chat system with the BroadSoft stack, for the perfect omni-channel system for small to mid-sized companies.
"Any BroadSoft platform, reseller, or user can simply overlay the Unity Contact Center on top of their hosted PBX or BroadSoft ACD system and access services like web chat and call back on the site. It's basically a plug-and-play option for omni-channel service."
By giving users a blended experience between their BroadSoft telephony stack, and their web chat services, Unity Contact Center means that companies can quickly scale up their customer handling strategy and offer clients the vast range of conversation modes they're looking for. The service also comes with plenty of analytics and real-time reporting so that supervisors can visualize and manage incoming traffic across a host of media types.
What Makes Unity Contact Center So Compelling?
Unity Contact Center comes equipped with a range of immersive features that enhance the experience for Contact Center agents and customers alike. For instance, Intelligent Agent ACD is available to intelligently manage agent availability. For example, if someone's already in a call, then they'll automatically be made unavailable for web chat queues, and so on. There are also advanced routing features for all media types, ranging from web chat to voice.
"Agents can essentially take any media, including web chat, voice - and we have Twitter and email queues coming in Beta this month. For instance, if someone sends a tweet asking for help, it shows up in the same interface as a web chat request or call. Then you've got information alongside that to fuel your reports - like how many tweets are in a queue. It's a single pane of glass taking all this traffic."
Unity is THE small business omni-channel solution for BroadSoft.
Why Is Unity So Useful for SMBs?
Up until now, smaller companies have had to deploy siloed solutions for their contact center services. Now, with Unity, they can unify all of the elements of their contact center in a simple and cost-effective way."
Not only is Kakapo Systems offering an affordable option with Unity, but something that almost any business can use too. It's a totally plug-and-play cloud-based system.
"I think people will be transitioning a lot towards call back over the incoming call center experience in the future. The contact center is changing, and we already have customers that are using call back after business hours, and messaging services during the day. This will save people from waiting in queues, which means better customer service. Additionally, routing and managing turnover is much simpler. You get zero abandoned calls and are just measuring SLA on Call Backs."