Unity Contact Center
Unity Contact Center combines inbound customer communications in a blended interface for businesses.
What Unity Contact Center is
Unity Contact Center combines inbound customer communications in a blended interface for businesses. Agents can handle email, web chat, voice, SMS, callbacks, and Twitter, with customizable routing to direct messages to appropriately equipped agents. The system manages agent availability as agents enter conversations. Agents can view conversation histories, use canned chat responses, and escalate conversations to supervisors. Supervisors can manage agents and view real-time and historical queue statistics, with configurable dashboard views in tables or graphs. Web chat queues and routing can be configured in the portal, and web chat or callback widgets can be added to a website using generated JavaScript. CRM integrations support contact lookup and screen popping, including Salesforce, Agile CRM, Microsoft Dynamics, Zendesk, Sugar CRM, and Zoho CRM. The product is a cloud-based overlay for Cisco BroadSoft ACD call centers. Its web apps run in browsers on Windows, Mac, and Linux. Kakapo targets small and medium businesses and offers a 14-day trial with full functionality and Service Provider branding. Pricing is available on request.
Good
- Handles voice, email, chat, SMS, callbacks, and Twitter.
- Customizable routing and agent availability management.
- Supervisor tools include live and historical queue statistics.
- Offers a 14-day full-functionality trial.
Watch out
- Requires the Cisco BroadSoft ACD platform.
- Pricing is available on request.
Who it suits
Unity Contact Center is aimed at small and medium businesses that need to manage inbound communications across several channels. It depends on the Cisco BroadSoft ACD platform.
Verdict
Unity Contact Center brings multiple communication channels, routing, and supervisor controls together for BroadSoft ACD call centers. Its 14-day trial provides full functionality, while pricing requires a request.
The facts
Each one read from Unity Contact Center's own pages, with the date it was checked.
What it does
- Agent availability
- Unity manages agent availability when agents enter conversations.checked 7 Oct 2026
- Agent interface
- Agents handle calls and conversations across supported channels in the Unity Agent interface.checked 7 Oct 2026
- Agent tools
- Agents can handle multiple channels, use conversation histories and canned chat responses, and escalate conversations to supervisors.checked 7 Oct 2026
- Audience
- Kakapo says its software products are built for small and medium businesses.checked 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.checked 7 Oct 2026
- Channels
- The product supports email, web chat, voice, SMS, callbacks and Twitter in a single blended interface.checked 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.checked 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.checked 7 Oct 2026
- Dashboard
- The dashboard supports configurable tabular and graphical views of contact center statistics.checked 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.checked 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.checked 7 Oct 2026
- Product
- Unity Contact Center combines voice, email, web chat, SMS, callbacks and Twitter in a blended agent interface.checked 7 Oct 2026
- Purpose
- Unity Contact Center combines inbound customer communications into an omnichannel platform for businesses.checked 7 Oct 2026
- Routing
- Customizable routing options direct inbound communications to appropriately equipped agents.checked 7 Oct 2026
- Supervisor tools
- The supervisor app provides real-time and historical queue statistics and agent management tools.checked 7 Oct 2026
- Support
- Kakapo says Unity runs over existing BroadSoft infrastructure and offers global support.checked 7 Oct 2026
- Target customers
- Kakapo says its software is built for small and medium businesses and describes Unity Contact Center as tailored to SMB contact centers.checked 7 Oct 2026
- Web deployment
- Web chat and callback widgets can be added to a website by embedding generated JavaScript.checked 7 Oct 2026
The company
- Company history
- Kakapo says it has developed its own UC and call center apps since 2006.checked 7 Oct 2026
- Headquarters
- Kakapo Systems says its headquarters are in London, United Kingdom.checked 7 Oct 2026
Where it runs
- Platform dependency
- Unity Contact Center is built as an overlay for the Cisco BroadSoft ACD platform.checked 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.checked 7 Oct 2026
- Web platforms
- Unity Web Apps run in browsers on Windows, Mac and Linux machines and are listed for Chrome, Firefox, Edge and Safari.checked 7 Oct 2026
Money
- Trial
- Kakapo states that all users get a 14-day trial with full functionality and Service Provider branding.checked 7 Oct 2026
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