Features:Unaric Voice

Salesforce CTI: Connect your existing telephony system with Salesforce

Integrates 100+ Telephony Systems With Salesforce

Unaric Voice integrates all major telephony systems with Salesforce.

Make and Receive Calls in Salesforce

Manage all inbound and outbound calls on Salesforce.

Keep Your Existing Telephone Numbers

Unaric Voice integrates your telephony system directly with Salesforce, so you can keep your exsiting numbers.

Keep Your Existing Telephony System

No need to change telephony contracts or use third party software.

Caller Identification

Smart Search logic supporting different phone formats. Define custom fields or custom objects to include in search.

Call Distribution Based on Salesforce Data

Direct calls to the right person with intelligent call distribution.

Call Histories

View a list of inbound and outbound calls, as well as call notes, outcomes, follow-up tasks and incomplete calls.

Add Notes to Calls and Store Against Customer Records

Add a phone note during or after the call to maintain anacdotal records of call content.

Outbound SMS

Send personal SMS and SMS via processes with templates (requires Amazon Pinpoint).

Create a New Lead or Contact for Unknown Numbers

For unknown numbers, new leads or contacts can be generated automatically.

Create a Case During Call

Automatically create a case when a call comes in. Custom objects can also be created.

Create a Case With Different Record Type

Use your own record type for cases created during calls.

Line Selection

Select different lines for outbound calls.

Configure Call Results (Wrap-up)

Configure different call result sets per team to formalize the post-call categorization, with picklist and multi-language support.

Audio File Recording

Store audio files of calls (requires Audio Link and Archive Service)

Custom Record Type for Phone Call Tasks

Use your own, customized record type and page layout.

See Caller Details On Inbound Calls

Automatically show the latest opportunity, case, or other object related to the caller.

Missed Calls

Automatic activity creation for missed calls with optional email notification.

Smart Assign

Automatically assign objects to the call.

Click to Dial

Dial any phone number regardless of format.

Dial from SoftPhone

Manually dial numbers from within the SoftPhone.

Power Dialer for Call Campaigns

Automate calling with workflows for groups and personal campaigns, call reminders, and campaign reports.

Exclude Private Calls

Exclude private calls from logging in Salesforce

Supports High Call Volume Environments

Support high call velocity Sales and Customer Services processes.

Queue Selection

Choose a queue number for outbound calls.

Live Agent Dashboard

Monitor live presence and call states.

Prebuilt Dashboards and Reports

Native Salesforce dashboards using activity data for call operations optimization.

Wallboard

Display live call activity data including active calls, queues, average ring times and talk times.

Presence State

See which agents are available, busy, away, engaged or able to receive calls.

Synchronize Presence State

Change in SoftPhone presence updates Omni-Channel status.

Multi-Language Support

The in-built softphone is available in 11 languages.

Omni-Channel Status Integration

PBX can retrieve Omni-Channel status for call distribution.

Supports Major Browsers

Unaric Voice support Chrome, Firefox, Microsoft Edge and Safari. No plugin required.

Rich Call Data for Training AI Agents

Use rich, accurate call data to train up AI agents to help you optimize call operations and customer experiences.

Would you like to speak to one of our team?

If you’re interested in learning more about Unaric and our applications, please get in touch.

Contact us