Kakapo Systems, a developer of UCaaS and Call Center user applications for the Cisco BroadSoft platform, announced the release of SMS Queues for the Unity Contact Center.
Unity Contact Center allows BroadSoft-based service providers to add email, web chat, Twitter, and call back queues to their voice-centric BroadSoft platform. The addition of SMS extends this multi-channel sales and service capability to the device that everyone has in their pocket.
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Importantly, the new SMS channel is tightly integrated with the existing Unity Contact Center suite. All previous conversations, regardless of media, are presented to the Agent when they receive the SMS. Steve Tutt, Marketing Director at Kakapo Systems, explains “Agents need context and the full customer history to
Article source: https://martechseries.com/sales-marketing/b2b-commerce/customer-service/kakapo-systems-launch-sms-queues-unity-contact-center/
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