Kakapo Systems Launch Email Queues
Email queues unify and enhance UX for BroadSoft via Kakapo’s unified user interface
A recent report on the state of the global Cloud-based contact center market valued businesses in the space at nine billion dollars. Cloud contact center spending will reach $33 billion USD by 2024 and grow at an annual rate of 24.57 percent, according to the same report, meaning the market is more than booming and slated for further growth.
UK-based Kakapo Systems has been busy this year, playing a significant part in the rise of Cloud-based contact centers. They’ve announced a myriad of contact center solutions that improve CX, and today, Kakapo adds to its list, a new way for enterprises to connect with customers and vice versa – introducing Email Queues.
Much like Twitter Queues, Email Queues strive to solve a central problem troubling most call and contact center agents as well as management, providing a seamless user experience across all media in which customers use for support. The goal here is a true Omnichannel experience, and Kakapo is succeeding in this respect, providing countless media in which customers can receive answers to inquiries. Steve Tutt, Kakapo System’s Marketing Director told UC Today:
“The key thing with Omnichannel is, you have to provide everything or nothing. We’re layering on every touchpoint a customer might use to contact a provider.”
A Unified Interface through Unity Contact
What is nice about what Kakapo Systems offers is its single unified experience. Under the guise of Unity Contact Center, agents can receive Tweets, BroadSoft calls, webchats, and now emails. They don’t have to use Outlook, nor do they need to have a Twitter account. The Cloud-based contact center acts as the interface for all points of contact, making the experience simpler and more user-friendly.
Agents can add attachments, change fonts, add notes to popular CRMs like Salesforce. Because of Kakapo’s deep CRM integrations, call and contact centers sit at an advantage. When agents receive calls or emails, the CRM information previously logged can provide key information that alerts agents about the nature of the call and identifies if customers are ready to seal a deal.
Customers Value Consistency
If customers are ready to complete a sale, for instance, Unity prioritizes that call or email to the top of an agent’s queue. And if the agent who last handled the customer’s request is available, the email or call routes to them, offering a sense of familiarity.
“With email, you might reply in two days, it could also be sooner, depending on your call/contact center’s volume. We created a useful feature that enables agents to view notes from CRMs such as Microsoft Dynamics and the entire thread, in case they weren’t the agent who handled the customer request last,” said Tutt.
What’s next for Kakapo Systems? SMS queues are also in the works, Tutt shared with UC Today, which will bring them another step closer to reaching true Omnichannel communications experiences. Presently, Kakapo Systems is doing what few do well – optimizing cross-channel comms in a way that boosts CX and UX.
What’s in store next for the team over at Kakapo Systems? Whatever it is, I am sure it will be exciting for its customers and be a welcome addition to the Cloud contact center world.