Kakapo Systems, a developer of applications for the Cisco BrandSoft platform, has added email to its Unity Contact Center suite.
The firm -- which already facilitates web chat, Twitter and callback queues as part of its omnichannel suite -- is offering email queues for BroadSoft. Tailored for SMBs, the tool allows firms to embed email routing within existing ACD customer channels.
Emails are delivered to agents in the same interface as BroadSoft ACD calls.
"Email is one of the most accessible customer contact routes, but trying to manage a shared mailbox through traditional email platforms is often totally unworkable,” states Steve Tutt, marketing director at Kakapo Systems.