Virtual Office Resource

Broadsoft end user applications developer Kakapo Systems (News - Alert), has announced a new email queues option that it says addresses a pressing need for contact centers today. As customers are using the speed and ease of email to reach out to companies, they need an efficient way to sort and tackle those queries. 

The new email queues for BroadSoft is part of the Unity Contact Center suite for service providers which already features Web Chat, Twitter (News - Alert) and Call Back queues on top of the BroadSoft ACD voice queues. 

As a fully cloud solution, this also means the extra features can be deployed in minutes and gives providers the confidence knowing they can add new capabilities as they become available in the future. 

“This solution is tailored for SMB customers, allowing them to embed email routing within their existing ACD customer service channel. Emails are delivered to Agents in the same interface they handle BroadSoft (News - Alert) ACD calls which, we believe, improves the overall contact experience for inbound customers,” said Steve Tutt, Marketing Director at Kakapo Systems. 

Kakapo also uses a Cloud Personas feature to easily unify conversations for agents. This omnichannel approach makes it possible to understand the full context of a customers message when an email is received. 

“By storyboarding the overall customer journey and presenting all the previous interactions to the agent, we can provide 360-degree context, where the Agent can drill into full transcripts of all the customers' previous contact across any media," said Tutt. 

As part of the offering, email transcripts are also entered into CRM platforms. The company also said it plans to continue with the Cloud Personas system to bring together contact centers and CRM systems.

Earlier this year the company announced the latest release of Unity Mobile 2.0 (News - Alert). New features include presence and active call window, push notifications and a “show call” option for live calls.