Unity allows users to send SMS to any number in their BroadWorks directory, Outlook contacts, Salesforce, Microsoft Dynamics or other leading CRM platforms. In addition, ad-hoc SMS dialing is available.
Steve Tutt (pictured), Marketing Director at Kakapo Systems says, “With this new capability, we are combining SMS and MMS with our existing instant messaging capability, which already integrates with UC-One via XMPP. This consolidates all the users messaging channels within the Unity UI. Furthermore, users can send business communications, such as PDF files, as part of their uncapped SMS bundle, greatly expanding the suitability of text for sales and customer support scenarios.”
Amit Bhayani, Vice President of Application Development at Telestax adds, “Through our Restcomm portal, we can SMS enable an existing DID number, providing a one-number solution, merging both the business voice and SMS requirements. Any numbers available in the Restcomm platform are available in the Unity portal for assigning to end-users.”
The Unity apps for BroadSoft sit across the Reception console, Desktop UC, Agent, and Supervisor for the BroadSoft ACD solution to address all customer use cases. The Unity-Telestax SMS capability is available across the entire Unity product offering.
Kakapo Systems will build on this functionality in the next release of Unity Contact Center, which will feature SMS media streams, where customers can route incoming SMS to a group of Agents with extensive reporting and CRM lookup, exactly the same way they route ACD calls, emails and web chats.
Tutt concludes, “We are delighted with this joint integration with Telestax. Adding SMS messaging into Unity builds on our concept of centralizing conversation channels and contact silos in one place.”