- Home
- Customer Service Gamification Software
- Unity Contact Center
Unity Contact Center
Kakapo Systems says its headquarters are in London, United Kingdom.
What it is
Unity Contact Center is a cloud-based contact-center platform for small and medium businesses. It combines voice, email, web chat, SMS, callbacks, and Twitter in one Unity Agent interface. Customizable routing sends incoming conversations to appropriately equipped agents, while availability is managed as agents enter conversations. Agents can work across channels, review conversation histories, use canned chat responses, and escalate conversations to supervisors. Supervisors receive real-time and historical queue statistics, agent-management tools, and configurable table or graph dashboards. Web chat queues, routing, and callback widgets can be configured in the portal and added to websites with generated JavaScript. CRM integrations support contact lookup and screen popping, including Salesforce, Agile CRM, Microsoft Dynamics, Zendesk, Sugar CRM, and Zoho CRM. The product overlays Cisco BroadSoft ACD call centers. Web apps run in supported browsers on Windows, Mac, and Linux. Pricing is on request, with a 14-day full-function trial.
For and against
For
- Blends voice, email, chat, SMS, callbacks, and Twitter
- Customizable routing directs conversations to equipped agents
- Supervisor dashboards show real-time and historical queue statistics
- CRM integrations support lookup and screen popping
- 14-day trial includes full functionality
Against
- Requires the Cisco BroadSoft ACD platform
- Paid pricing is provided on request
- Windows application requires Windows 8.1, 10, or 11
- Channel use has specific prerequisites
The verdict
Unity Contact Center brings many communication channels, routing controls, supervisor tools, and CRM integrations into a BroadSoft overlay. Its platform dependency and request-based pricing are important considerations before adoption.
Who it suits
It suits small and medium businesses using Cisco BroadSoft ACD call centers. Teams needing blended channel handling, routing, supervisor dashboards, and CRM connections may find it relevant.
On the record
- Agent availability
- Unity manages agent availability when agents enter conversations.kakaposystems.com · read 7 Oct 2026
- Agent interface
- Agents handle calls and conversations across supported channels in the Unity Agent interface.kakaposystems.com · read 7 Oct 2026
- Agent tools
- Agents can handle multiple channels, use conversation histories and canned chat responses, and escalate conversations to supervisors.kakaposystems.com · read 7 Oct 2026
- Audience
- Kakapo says its software products are built for small and medium businesses.kakaposystems.com · read 7 Oct 2026
- Channel prerequisites
- The datasheet says call handling requires ACD queues, SMS requires a number that can receive SMS, Twitter requires a handle, and email requires an IMAP-compliant server.kakaposystems.com · read 7 Oct 2026
- Channels
- The product supports email, web chat, voice, SMS, callbacks and Twitter in a single blended interface.kakaposystems.com · read 7 Oct 2026
- Cloud and scale
- Kakapo describes Unity Contact Center as a cloud-based solution and says queues, channels and agents can scale without limits or bottlenecks.kakaposystems.com · read 7 Oct 2026
- Company history
- Kakapo says it has developed its own UC and call center apps since 2006.kakaposystems.com · read 7 Oct 2026
- CRM integrations
- The product supports CRM integrations for contact lookup and screen popping; Kakapo documentation lists Salesforce, Agile CRM, Microsoft Dynamics, Zendesk, Sugar CRM and Zoho CRM integrations.kakaposystems.com · read 7 Oct 2026
- Dashboard
- The dashboard supports configurable tabular and graphical views of contact center statistics.kakaposystems.com · read 7 Oct 2026
- Integrations
- The Unity Contact Center portal can connect to Microsoft 365, Exchange, Gmail and Twitter; Kakapo also lists CRM integrations including Salesforce, Microsoft Dynamics, Zendesk, Zoho, Sugar CRM and Agile CRM.kakaposystems.com · read 7 Oct 2026
- Platform dependency
- Unity Contact Center is built as an overlay for the Cisco BroadSoft ACD platform.kakaposystems.com · read 7 Oct 2026
- Platform requirement
- Kakapo describes Unity Contact Center as built for the Cisco BroadSoft platform and as an overlay for BroadSoft ACD call centers.kakaposystems.com · read 7 Oct 2026
- Privacy
- Kakapo's privacy notice says it may collect IP address, device and browser characteristics, usage information and diagnostic logs when users access its services.kakaposystems.com · read 7 Oct 2026
- Product
- Unity Contact Center combines voice, email, web chat, SMS, callbacks and Twitter in a blended agent interface.kakaposystems.com · read 7 Oct 2026
- Purpose
- Unity Contact Center combines inbound customer communications into an omnichannel platform for businesses.kakaposystems.com · read 7 Oct 2026
- Routing
- Customizable routing options direct inbound communications to appropriately equipped agents.kakaposystems.com · read 7 Oct 2026
- Supervisor tools
- Supervisors can view real-time and historical performance, monitor conversations, manage agents and move agents to queues with higher demand.kakaposystems.com · read 7 Oct 2026
