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Unity Agent, One Step Closer to Truly Unified Comms

Using HTML5, Unity Agent offers BroadSoft users continuity of experiences through browsers

Unity Agent, One Step Closer to Truly Unified Comms

Kakapo Systems has a range of add-ons that enhance what BroadSoft service providers can do. Recently, Kakapo announced another addition to its technology stack – Twitter Queues. With Twitter Queues, BroadSoft service providers have a valuable solution to Twitter-based customer service.

Agents can access Kakapo’s Unity Agent, a web application which taps the power of HTML5, as well as gives users access to features such as call management, CRM integration, and real-time call statistics. Because Unity Agent is so feature-rich, Kakapo Systems supplies a high-level of flexibility few UC providers presently bring to the table. This especially holds true as the sea of UC platforms becomes remarkably crowded. Unity is also available through Kakapo’s Windows .Net version.

Steve Tutt, Marketing Director at Kakapo Systems said:

“A lot of service providers are looking for a zero-touch solution, so they don’t have to handle desktop support issues”

“For service providers, they gain a seamless user experience across browsers and operating systems with Unity Agent.”

Benefits of HTML5

HTML5 improves upon rich media, video/audio tags, and offline web caching – all elements that contribute to a great CX. Regarding Unity Agent and Desktop Web apps, they offer the same experience on any OS through Chrome, Safari, Edge, and Firefox.

You can think of what Kakapo does as a ‘BroadSoft Plus,’ as they are not just replicating BroadSoft’s solution, but adding to it with features like its personal wallboard.

Unity Agent by Kakapo Systems

Unity Agent developers thought of every essential feature possible and included it in Kakapo’s HTML5 call and contact center solution. Along with striking wallboard visuals and an attractive UI, Unity Agent provides valuable real-time statistics on queue conditions a

Unity Agent

Kakapo Systems’ Unity Agent

long with agent achievements.

Agents can alert supervisors when they need further support and chat with co-workers, invaluable to organizations hoping to upgrade workplace communication and customer service quality. Already deployed by over 2,000 organizations, Unity Agent seems to strike a chord with the growing number of business owners focusing on workplace optimization and customer experience.

Kakapo Systems, Truly Unified Communications?

With customer demands on the rise, companies are struggling for ways to do more with fewer resources. Unity Agent does an excellent job at streamlining call handling with the use of click-to-dial, the ability to drag-and-drop calls into agent queues, track user performance, and agent availability.

Unity Agent’s ‘Presence’ feature indicates when someone is available, so calls aren’t routed to them by mistake. Without this attribute, call wait times could increase, leading to overworked agents and frustrated customers.

Kakapo Systems is among the few companies enabling next-level unified experiences across BroadSoft offerings. It offers the chance for call and contact centers to level up support options, giving agents and managers the tools they need to handle queries via nearly any channel including social media and email.

The amount of versatility Kakapo extends to contact center managers is also impressive, which is why the company is making vast strides toward achieving the goal of helping organizations reach truly Unified Communications experiences.

 

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