With almost fifteen years of experience developing UC and call center apps for Broadsoft providers, Kakapo Systems is undoubtedly one of the strongest players in the Broadsoft niche. One of its most widely-deployed solutions is the Unity Contact Center, a complete cloud solution allowing service providers to add omni-channel (web chat, callback, twitter, email and SMS queues) on top of their existing Broadsoft solution.
“Broadsoft is a powerful voice platform to which we can now add SMS, Email and web chat routing, which are big parts of the customer interaction mix.” says Steve Tutt, Marketing Director at Kakapo Systems. “We allow service providers to migrate to an omni-channel offering, while retaining their existing BroadSoft platform investment.”
New and Improved
Kakapo has recently added a new Contact Center Dashboard to its Unity Contact Center Management Portal.
“We’ve always had a portal to configure the cloud contact center. This is where service providers and their customers can build Queues, Media Streams and setup routing to Agents”
What are queues and media streams? In a nutshell: Media streams are actually the mediums that the different conversations come in on – email, webchat, callback, etc. Queues are one level above media streams, and are used as a way of grouping them together.
Real-Time Visibility
So, what’s new?
“The new part is the interactive management overlay we’ve recently added to the portal,” says Tutt.
“When a customer enters their portal, they now get a real-time view of what’s happening across their contact center. They can immediately see all the traffic flows: how many answered or missed conversations they’ve had across different omni-channel (the various media streams), how many agents are joined, who are their top performing agents, etc. They can also see just how many conversations are happening right now and how many are in queue. This way, they can quickly identify problems and see bottlenecks. If they identify a problem with a specific media stream, they can drill into it and see just what’s happening there and solve it.”
By adding these visualization measures to their portal, Kakapo aim to make their customers’ lives easier in three ways: allowing them to quickly and intuitively manage the conversations in their contact center; helping them make better use of their agent resources; and allowing more effective reporting.
“A lot of these B2C customers have got a lot of traffic, a lot of conversations,” says Tutt. “We’re trying to find a way that we can really make it easy for people to visualize what’s happening in their contact centers, and let them drill in to understand things better. For example, I can quickly toggle the charts and see what happened over the past day, week or month. In fact, everything’s toggling except ‘live now.’ What we’re effectively trying to do here is help our customers provide their customers with the best customer service possible.”
Not only visualization of issues is available from within the portal, but also, and no less important – solving these issues.
“The Portal Dashboard allows you to really quickly toggle the charts and graphs so you can see what things are wrong and control them entirely from within the portal,” Tutts explains. “So if I want to, say, turn off my web chat, I don’t have to come into my website and take the JavaScript off the webpage. I just do everything from within the portal: I simply choose the ‘don’t show’ option – and the chat window disappears entirely from the webpage. I can also choose to only make the webchat visible during business hours when an agent is joined.”
“At the end of the day, it’s really about helping our customers maximize their customer experience”
Interested in learning more about the new capabilities available on the Unity Contact Center Dashboard?
Kakapo’s upcoming webinar, taking place on Tuesday 17th November 2020 7pm GMT / 12pm PST, will tell you all you need to know.
You can register for the webinar on Kakapo’s website.
