What this is for
The Unified Client is where your people work. Every conversation arrives here, whichever channel it came in on.
A tool should adapt to working habits, not the reverse. The interface can be arranged so customer details, colleagues’ availability, open tasks and waiting conversations are all in view.
The difference
One window instead of four programs — nobody switches to close a case.
Without
The customer called yesterday and writes today. The agent knows nothing of the call.
With
Both contacts sit in the same case. The agent sees at a glance what it was about.
What the module does
All channels
Calls, chat, email and fax in one interface.
Canned responses
Canned responses and spell checking in the client.
Translation
Your team writes in one language, the customer reads their own.
Integration
CRM, ERP and databases open the right record.
Where it sits in the flow
- ArrivalCall, chat, email, fax
- RecogniseRead request and data
- DecideSettle or hand over
- HandleAn agent takes over
- ReviewTrace and plan
Technical details
- Channels
- Phone, chat, email, fax
- Deployment
- On premises or data centre
- Integration
- CRM, ERP, database
- Configuration
- Configurable per team
