Kakapo Systems' Unity Client is a comprehensive solution designed to expand and enhance contact center capabilities, particularly for organizations utilizing the Cisco BroadSoft platform. By integrating multiple communication channels into a single, intuitive interface, Unity Client empowers agents and supervisors to deliver exceptional customer experiences.

Omnichannel Communication

Unity Client consolidates various communication channels, including:

• Voice Calls: Traditional telephony integrated seamlessly.

• Web Chat: Real-time chat support embedded directly into your website.

• Email: Efficient handling and routing of customer emails.

• SMS: Text messaging support for quick customer interactions.

• Twitter: Engage with customers through social media platforms.

• Web Callbacks: Allow customers to request a callback at their convenience.

This unified approach ensures that agents can manage all customer interactions from a single platform, improving efficiency and response times.

Blended Agent Experience

Agents benefit from a blended interface that presents all incoming communications—regardless of channel—in one place. This design simplifies multitasking and reduces the need to switch between different applications, enabling agents to focus on delivering quality customer service.

Intelligent Routing and Automation

Unity Client features advanced routing capabilities, ensuring that customer inquiries are directed to the most appropriate agent based on predefined criteria. Additionally, the system can automate routine tasks, such as changing agent availability statuses during interactions, allowing agents to concentrate on complex customer needs.

Supervisor Tools and Analytics

Supervisors have access to real-time dashboards and historical reports, providing insights into agent performance and customer interaction trends. Features include:

• Live Monitoring: Observe ongoing interactions for quality assurance.

• Performance Metrics: Track key performance indicators to identify areas for improvement.

• Agent Management: Adjust agent assignments and availability in response to fluctuating demand.

Easy Deployment and Integration

Unity Client is designed for quick deployment, with features like copy-and-paste web chat integration. It also supports integration with popular CRM systems, ensuring that customer data is readily available during interactions, which enhances personalization and service quality.

By leveraging Kakapo Systems' Unity Client, contact centers can streamline operations, improve customer satisfaction, and adapt to the evolving communication preferences of their clientele.