In today’s digital workplace, companies are becoming increasingly reliant on unified platform for communication, collaboration, and productivity. With over 300 million users worldwide, Microsoft Teams has emerged as the go-to system for countless business leaders, offering a combination of file and screen sharing tools, messaging, video conferencing and more.

Unfortunately, Teams still lacks some of the crucial functionality companies need from their all-in-one digital workplace. That’s where companies like Kakapo Systems, a leading developer of CCaaS apps for the Cisco BroadSoft platform, steps in to bridge the gaps.

With their new “Unity for Teams” solution, Kakapo Systems empowers businesses to bring all of the essential features of their Unity Agent, Supervisor, and Desktop solutions into the Teams interface. In this Unity for Teams review, we’re taking a behind the scenes look at the benefits of this solution.

What is Unity for Teams? The Core Features

Unity for Teams is a solution designed to enhance and streamline the user experience in Microsoft Teams, for employees that need to access innovative calling solutions and applications. The technology works by making the Unity Agent, Unity Supervisor, and Unity Desktop offerings into web applications, embedded into the Microsoft Teams Platform.

Unity for Teams utilizes intelligent BroadSoft functionalities, for a richer calling experience in the native Teams environment, going above and beyond what’s possible within the standard Teams experience. Plus, it provides access to a range of tools for boosting productivity and efficiency.

The functionality of the system includes:

Unity Agent

Unity Agent within Unity for Teams empowers call center employees by simplifying call handling and escalation processes. It provides complete visibility into queue statistics, allows agents to manage ACD status, and include support for call recording controls, instant supervisor escalation and disposition codes.

There are also tools for minimizing abandoned calls, and empowering team members with insights into real-time metrics through “personal wallboards.” Features range from inbound and outbound DNIS, to calling thresholds, CRM profiling for calls in queue and even gamification. What’s more, because everything integrates seamlessly with Microsoft Teams, it’s easy for agents to work collaboratively on complex customer requests and issues.

Unity Supervisor

Unity Supervisor, built into Microsoft Teams gives customer service team leaders the tools they need to optimize business performance. The comprehensive solution provides complete tracking capabilities for wait times, calls in queue, available agents and more. It can scale to suit businesses of any size, and offers comprehensive queue management capabilities.

With Unity Supervisor in Microsoft Teams, agents can message agents to offer guidance through calls, track staffing metrics, and access historical reports for forecasting purposes. Plus, the agile reporting tools make it easy to create custom wallboards and dashboards. Supervisors can conveniently track all the metrics they need in one place, and even unify presence details for their teams across multiple landscapes, for holistic visibility.

Unity Desktop

The Unity Desktop offering within Teams helps companies to reduce abandoned call queues and stress levels in the contact centers. It offers a comprehensive environment for managing conversations and allocating resources effectively within the CX environment.

Features range from call back prompts, customized to suit agent preferences, to agent management capabilities with silent monitor and barge-in options. Companies can even build templates and use dedicated “Keep my place in queue” capabilities to ensure they don’t miss out on crucial conversations with consumers. The result is a better employee experience, and a stronger customer experience, paving the way for brand loyalty.

Unity for Teams Review: The Benefits

As a comprehensive solution for upgrading the Microsoft Teams calling and contact center management experience, Unity for Teams helps businesses to get more out of their investment. The agile and flexible solution is compatible with any Microsoft Teams account, and can scale to suit any number of employees, call flows, and supervisors. Key benefits include:

  • Simplicity: Kakapo Systems makes it easy to get started with your Teams upgrade. Following an approval by a Microsoft Teams administrator, users can simply install the Unity for Teams features through the platform’s interface, streamlining the setup and onboarding journey. Unity’s web applications combine everything into a simple interface.
  • Enhanced collaboration: Because the solution combines all of the features of Unity with the Teams native experience, it’s excellent for improving collaboration. Agents can seamlessly deliver exceptional experiences to customers through Unity, while accessing all of the collaborative workspace tools of Microsoft Teams.
  • Improved productivity: In today’s fast-paced CX world, agents can’t afford to waste time jumping between applications. By pairing BroadSoft voice and ACD functionality with Teams’ video and collaboration experience, users can operate with greater efficiency.
  • Enhanced integrations and contacts: Unity for Teams upgrades the current Microsoft Teams experiences, with robust integrations and contact options. Users can access all of their BroadSoft, Outlook, and third-party directories in one place.
  • Advanced management: With the built-in Unity Supervisor solution, customer service team leaders can enhance their management options, enabling complete oversite over their Teams and Unity ACD environments. Plus, advanced presence monitoring makes it simpler to track team availability and performance in a distributed workplace.

Unity for Teams Review: The Verdict

Kakapo System’s Unity for Teams offering takes the Microsoft Teams experience to the next level, with advanced call controls and exceptional productivity features. With this solution, companies can access a richer, more seamless calling experience than the one offered by Teams Phone.

What’s more they gain new capabilities in the Teams ecosystem, from the ability to start and pause recordings, barge into conversations, escalate calls to supervisors and more. Kakapo Systems’ also offers an “Anywhere” licensing strategy, which ensures users can access the experience wherever they choose, whether it’s through Microsoft Teams, a web browser, or Windows device.

By synergistically enabling access to the Unity for Teams applications from within the Teams interface, users benefit from a refined navigation experience, better collaboration opportunities, and stronger calling capabilities in a single consolidated platform.

For companies looking to bridge the gap between Microsoft Teams and their BroadSoft directories and calling capabilities, Unity for Teams is the ideal solution.



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