Masergy Unity Client

Improve Workgroup Collaboration

Masergy Unity for Windows and Web clients combines presence, instant messaging, Masergy service configuration and call control with click-to-dial from Microsoft Outlook Contacts directory integration. Featuring an intuitive icon based interface, Masergy Unity clients provides point and click call control within the familiar desktop environment.

Masergy Unity clients improves workgroup collaboration by bringing users closer to each other and simplifying internal and external communication.

  • Presence is built in
  • Logging in at a hoteling station
  • Logging in and out as an agent into a call center
  • Group Call Pickup
  • LDAP integration
  • Federated (XMPP) Instant Message with Communicator

Unity Desktop

Unity is a call control application that simplifies making and receiving calls on Windows desktop and web clients for the general business user. Featuring an intuitive icon based interface, Unity provides point and click call control within the familiar desktop environment. Unity improves workgroup collaboration by bringing users closer to each other and simplifying internal and external communication.

Note: the Unity Desktop Web client does not support Federated (XMPP) instant message with Communicator and the Unity CRM Connector.

Unity Reception

Unity Reception is an attendant console client for Windows for the front desk or receptionist user. Unity Reception is designed to support even the busiest front desk environments. Featuring a modern and user-friendly interface, Unity Reception improves call handling and customer service for customer facing and front desk attendants.

Unity CRM Connector

Unity seamlessly integrates with several CRM applications to facilitate contact lookup and “popping” for inbound and outbound calls, searching for CRM contacts within Unity and click to dial both from within Unity and the CRM platform.

This functionality relies on a CRM Integration license being assigned to the user, as shown below. Please note this license is required in addition to the base license for Unity Desktop, Agent, Supervisor or Reception, however this functionality is included in all trial licenses for these Unity clients.

Current platforms supported are:

  • Agile
  • Salesforce
  • CRM Dynamics
  • Zendesk
  • With many more coming

Note: Unity CRM Connector is only available on the MS Windows desktop client.

Unity Call Center Agent

The Unity Call Center Agent desktop and web clients helps the agents manage and handle calls in the call center. Unity Agent is an essential tool in empowering Agents toward optimum call handling efficiency. All information relevant to the incoming caller, the status of fellow Agents and Supervisors, and the overall Call Center situation is presented within a business interface.

Note: the Unity Call Center Agent Web client does not support Federated (XMPP) instant message with Communicator and the Unity CRM Connector.

Unity Call Center Supervisor

The Unity Call Center Supervisor desktop client helps managers to view the call center queues, the agents they manage, run call center reports as well as, handle calls in the call center. Unity Supervisor is a powerful reporting and management interface that gives Supervisors and team leaders relevant, real-time, performance information on Agents and queues, presented in a concise and intuitive table format.

Unity Dashboard

Unity Dashboard is an essential real-time call center visualization tool for providing visibility of queue conditions across the Global UCaaS Call Center. Suitable for Call Centers of any size, Unity Dashboard provides the flexibility to display your key call handling metrics. Unity Dashboard is highly customizable to accommodate different size screens, different font sizes and different customer requirements for statistics and queues to be displayed.

Unity Dashboard helps makes sense of busy call center environments, providing all users with a clear, concise understanding of current queue conditions. Featuring key performance indicators such as Service Level, Agents Available and Abandoned Calls, Unity Dashboard imparts real-time business intelligence for a wide range of customer handling environments.

Unity Dashboard is a completely configurable application, can display any number of queues and statistics giving you total control. Available in Tabular and Graphical options, Unity Dashboard includes the following statistics: Calls in Queue, Longest Wait Time, Average Wait Time, Missed Calls, Received Calls and Answered Calls. All statistics can be applied to all Call Centers and Agents with the ability to set thresholds against them.