News : Kakapo Systems Announces Email Queues for BroadSoft
London, England, Aug 8, 2019 -- Kakapo Systems, a developer of end user applications for the Cisco BroadSoft platform, has announced the availability of email queues for BroadSoft. This builds on the existing Unity Contact Center suite that adds Web Chat, Twitter and Call Back queues, on top of BroadSoft ACD voice queues, for a true omnichannel offering.
Steve Tutt, Marketing Director at Kakapo Systems outlines the new capability, "Email is one of the most accessible customer contact routes but trying to manage shared mailbox through traditional email platforms is often totally unworkable. 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 ACD calls which, we believe, improves the overall contact experience for inbound customers."
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Tutt expands, "Personas allow us to map the overall customer journey. For example, if they had requested a callback, then web chat a week later and a month after that they send an email. 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." Full email transcripts are automatically journaled into leading CRM platforms, including Salesforce and Microsoft Dynamics. Tutt adds, "We intend to build out Cloud Personas substantially, as we believe this bridges a crucial gap between where the contact center ends and the CRM begins."
Kakapo Systems frame email queues within their overall cloud contact center architecture for BroadSoft providers, who can now add any emerging customer touchpoints as media streams on their existing platform. Tutt concludes, "Omni-channel solutions have been available to enterprise customers for some time. With Unity Contact Center and this new Email queueing capability, we are making true multi-media contact centers available for all BroadSoft UCaaS and ACD customers, regardless of size."
Email Queues for BroadSoft are available now.
Posted by Veronica Silva Cusi, news correspondent
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About Kakapo Systems:
Kakapo Systems is a software development firm specializing in VoIP platform integration. For BroadSoft, Kakapo Systems has developed applications for the Windows, Mac and Mobile platforms. Our Unity applications compliment BroadWorks by providing point and click access to all services and settings, as well as call control and in providing a busy lamp field. For BroadWorks call center we have Agent, Supervisor and Wallboard applications for a richer and more responsive user experience.
Published: Friday, August 9, 2019
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