https://unbound.cx/_app/immutable/nodes/15.DRDys--b.js

1import{c as Ye,l as He,a as be}from"../chunks/BPQKp6QW.js";import{p as Ne,t as ze,f as ue,k as s,a as Je,b as ge,c as Ke,u as we,h as n,s as e,i as a,n as c,r as t,F as $,e as ke,o as fe}from"../chunks/DpZX5E3g.js";import{w as Xe}from"../chunks/Dd6aOG2g.js";import{s as i}from"../chunks/CWDdQJS0.js";import{p as Ze}from"../chunks/k0oaa6pU.js";import{h as l}from"../chunks/NmVdw5td.js";import{S as ea}from"../chunks/DbPh46Rb.js";import{f as aa}from"../chunks/BaWzH2I0.js";import{S as u}from"../chunks/ByyQVFMh.js";import{G as d}from"../chunks/zhos0mf6.js";import{F as ta}from"../chunks/DyTZcQ32.js";import{D as oa}from"../chunks/DqnaufOz.js";import{T as sa}from"../chunks/z-rwaKIL.js";import{T as na}from"../chunks/DsyAubFB.js";o[$]="src/routes/[[lang=lang]]/platform/contact-center/+page.svelte";var ra=be(ke("<li><time>9:12 AM</time><!> <h3>The customer calls.</h3> <p>Their record opens with the task, past conversations and all.</p></li> <li><time>9:15 AM</time><!> <h3>The agent adds a text.</h3> <p>SMS joins the task, and the customer sends a photo.</p></li> <li><time>9:18 AM</time><!> <h3>The call moves to video.</h3> <p>The agent sees the problem live, without starting a new conversation.</p></li> <li><time>9:40 AM</time><!> <h3>The follow-up goes by email.</h3> <p>Sent from the task. One history, one outcome.</p></li>",1),o[$],[[131,8,[[132,10],[133,10],[134,10]]],[136,8,[[137,10],[138,10],[139,10]]],[141,8,[[142,10],[143,10],[144,10]]],[146,8,[[147,10],[148,10],[149,10]]]]),ia=be(ke(`<!> <main class="pg-platform-contact-center"><section class="hero"><div class="wrap hero-grid"><div class="hero-claim"><div class="eyebrow">Contact center</div> <h1 class="h1-long">Resolve it in one conversation, on any channel.</h1> <p class="lede">Every call, chat, text, email, and video about one issue lands on one task and goes to the
2          right person. The customer explains it once.</p> <div class="ctas"><a class="btn" href="#try">Start free</a> <a class="btn ghost" href="#talk">Talk to us</a></div> <!></div> <div class="hero-visual"><!></div></div></section> <nav class="l2nav" aria-label="Contact center pages"><div class="wrap"><span>In Contact Center</span> <a>Omnichannel</a> <a>TaskRouter</a> <a>Queues</a> <a>Bots</a> <a>Wallboard</a> <a>Co-browsing</a> <a>AI coaching</a></div></nav> <section class="section" id="why"><div class="wrap"><div class="eyebrow">Why teams switch</div> <h2>Stop paying for the glue between four tools.</h2> <div class="compare"><div class="compare-col"><h3 class="compare-h">Before</h3> <ul><li class="compare-row">A phone system, a chat tool, a ticket desk, and a CRM, stitched together.</li> <li class="compare-row">Each tool keeps its own queue and its own history.</li> <li class="compare-row">The customer repeats the problem every time the channel changes.</li></ul></div> <div class="compare-col"><h3 class="compare-h">On Unbound</h3> <ul><li class="compare-row">The queue, the conversation, and the customer record are one system.</li> <li class="compare-row">People and bots take work from the same queues, under one set of routing rules.</li> <li class="compare-row">A call, a text, and an email about one issue share one task and one history.</li></ul></div></div></div></section> <section class="section alt" id="omnichannel"><div class="wrap"><div class="eyebrow">Omnichannel</div> <h2>Start on a call. Add a text. Move to video. One task.</h2> <p class="sub">Every step lands on the same task, so the next person reads one history instead of three.
3        Your managers set how much an agent can hold on each channel type. Most teams let a live
4        call block everything else and let chats, texts, and emails stack. That is your rule, not
5        ours.</p> <!> <div class="digs"><a class="dig">Omnichannel in detail</a></div></div></section> <section class="section" id="taskrouter"><div class="wrap"><div class="eyebrow">TaskRouter</div> <h2>One TaskRouter routes every channel by skill, priority, and capacity.</h2> <p class="sub">An omnichannel ACD that assigns any task, not just calls. Voice, video, chat, SMS, email,
6        fax, and tasks follow one set of rules. Work goes to whoever has the skill, most urgent
7        first, among the people with room to take it. Bots work these queues too, and hand off when
8        a human should decide.</p> <!> <div class="grid2" style="margin-top:32px"><article class="card"><!> <div class="k">Skills</div> <h3>Match the work to the person who knows it.</h3> <p>A claims question reaches claims, and a Spanish-speaking caller reaches someone who
9            speaks Spanish.</p></article> <article class="card"><!> <div class="k">Priority</div> <h3>Urgent work moves up.</h3> <p>

9A workflow adds points for a VIP or a repeat caller, so their task moves ahead.</p></article> <article class="card"><!> <div class="k">Capacity and offers</div> <h3>Offers go to people with room.</h3> <p>Agents accept or pass on each one. If nobody answers, the offer moves on to whoever's
10            free next.</p></article> <article class="card"><!> <div class="k">Callbacks</div> <h3>Callbacks instead of hold.</h3> <p>A caller who picks a callback keeps their place, and the call dials when an agent
11            accepts it.</p></article></div> <div class="digs"><a class="dig">TaskRouter in detail</a><a class="dig">How bots work</a></div></div></section> <section class="section alt" id="assist"><div class="wrap split"><div><div class="eyebrow">Agent assist and coaching</div> <h2>Coaching and scoring happen during the conversation.</h2> <p class="sub">The agent has the playbook beside the call, AI Assist drafts a reply as the customer
12          talks, and the scorecard's filled in before they hang up.</p> <ul class="list"><li><h3>Live transcription and translation.</h3> <p>Calls and video are transcribed as they happen, and agents can help customers in other
13              languages on any channel.</p></li> <li><h3>Replies drafted from your knowledge base.</h3> <p>The agent checks the source article, then inserts. It never sends on its own.</p></li> <li><h3>Your rubric, scored live.</h3> <p>A manager who disagrees with a score changes it on the task, with the transcript and
14              recording right there.</p></li></ul> <div class="digs"><a class="dig">Coaching and QA in detail</a></div></div> <!></div></section> <section class="section" id="managers"><div class="wrap"><div class="eyebrow">Managers</div> <h2>See each queue live. Step in before service level slips.</h2> <p class="sub">The board updates as work moves, queue by queue and agent by agent. Bots show up on the
15        board too, and managers score them on the playbook rubric.</p> <!> <ul class="glyph-row"><li><!><strong>Wallboards.</strong> <p>Pop a view out to its own window: depth, wait, service level, and handle time against
16            last period.</p></li> <li><!><strong>Alerts.</strong> <p>Workflows send alerts to team chat, SMS, or email, so a manager on the floor or on the
17            road hears right away.</p></li> <li><!><strong>Reports.</strong> <p>Run the standard reports, or write a UOQL query (it's SQL-style) in the visual builder
18            or by hand.</p></li></ul> <div class="digs"><a class="dig">Wallboard in detail</a><a class="dig">Queues in detail</a></div></div></section> <section class="section alt" id="devices"><div class="wrap split"><div><div class="eyebrow">Every device</div> <h2>Take the queue on Mac, Windows, iPhone, Android, or a desk phone.</h2> <p class="sub">The Mac, Windows, iPhone, and Android apps carry the full contact center. Agents work from
19          the office, from home, or on the road, and anyone who wants a handset gets a SIP desk
20          phone on the same system.</p> <ul class="list"><li><h3>Agents</h3> <p>Go on queue, take tasks, and wrap up from a laptop, a phone, or a desk phone.</p></li> <li><h3>Managers</h3> <p>Queues, team view, and wallboard in your pocket, with every agent one tap away.</p></li></ul></div> <!></div></section> <section class="section" id="faq"><div class="wrap"><div class="eyebrow">Questions</div> <h2>What contact center buyers ask before they switch.</h2> <!></div></section> <!></main>`,1),o[$],[[43,0,[[44,2,[[45,4,[[46,6,[[47,8],[48,8],[49,8],[53,8,[[54,10],[55,10]]]]],[59,6]]]]],[72,2,[[73,4,[[74,6],[75,6],[76,6],[77,6],[78,6],[79,6],[80,6],[81,6]]]]],[85,2,[[86,4,[[87,6],[88,6],[89,6,[[90,8,[[91,10],[92,10,[[93,12],[96,12],[97,12]]]]],[102,8,[[103,10],[104,10,[[105,12],[108,12],[111,12]]]]]]]]]]],[120,2,[[121,4,[[122,6],[123,6],[124,6],[152,6,[[153,8]]]]]]],[160,2,[[161,4,[[162,6],[163,6],[164,6],[178,6,[[179,8,[[181,10],[182,10],[183,10]]],[188,8,[[190,10],[191,10],[192,10]]],[194,8,[[196,10],[197,10],[198,10]]],[203,8,[[205,10],[206,10],[207,10]]]]],[213,6,[[214,8],[216,9]]]]]]],[221,2,[[222,4,[[223,6,[[224,8],[225,8],[226,8],[230,8,[[231,10,[[232,12],[233,12]]],[238,10,[[239,12],[240,12]]],[242,10,[[243,12],[244,12]]]]],[250,8,[[251,10]]]]]]]]],[267,2,[[268,4,[[269,6],[270,6],[271,6],[283,6,[[284,8,[[285,34],[286,10]]],[291,8,[[292,29],[293,10]]],[298,8,[[299,34],[300,10]]]]],[306,6,[[307,8],[309,9]]]]]]],[314,2,[[315,4,[[316,6,[[317,8],[318,8],[319,8],[324,8,[[325,10,[[326,12],[327,12]]],[329,10,[[330,12],[331,12]]]]]]]]]]],[345,2,[[346,4,[[347,6],[348,6]]]]]]]]);function o(ye,_e){Ye(new.target),Ne(_e,!0,o);const r=ze(we(()=>Ze.params.lang),"lang"),B=[{q:"Do you have workforce management?",a:"Part of it's built in: break tracking, live agent states (on task, wrap-up, break, available, off queue), the wallboard and team view, and standard reports with the query builder. For forecasting and scheduling, ask us."},{q:"Which channels does the TaskRouter route?",a:"Voice, video, chat, SMS, email, fax, and tasks. Callbacks route as tasks too, by the same skills, priority points, and capacity rules."},{q:"How are conversations scored?",a:"Against the playbook you publish. Each goal is scored as the conversation happens, and a manager can review any score and change it."},{q:"Can a supervisor join a live conversation?",a:"Yes. An agent can invite a supervisor or specialist by name, by skill, or whoever's free, and managers can listen in on live conversations."}];var Te={...He()},D=ia(),F=ue(D);{let h=we(()=>[aa(B)]);s(()=>ea(F,{title:"Unbound Contact Center",description:"Unbound Contact Center keeps the calls, chats, texts, emails, and video about one issue on one task, routed by skill, priority, and capacity.",path:"/platform/contact-center",get jsonLd(){return n(h)}}),"component",o,36,0,{componentTag:"Seo"})}var U=e(F,2),f=a(U),j=a(f),b=a(j),Se=e(a(b),8);s(()=>na(Se,{}),"component",o,57,8,{componentTag:"TrustLine"}),t(b);var V=e(b,2),qe=a(V);s(()=>u(qe,{img:"/shots/CCTaskTimeline-menus-closed.webp",crop:"280,225,735,570",cropSm:"280,225,560,560",pins:"370,313|370,466|370,586|370,630",alt:"One task timeline with a text thread, a live call, a video session, and an email",caption:"A text sent during the call, the live call transcribed, and the video session all sit together, along with the email that opened the task."}),"component",o,60,8,{componentTag:"Shot"}),t(V),t(j),t(f);var k=e(f,2),Y=a(k),H=e(a(Y),2),N=e(H,2),z=e(N,2),J=e(z,2),K=e(J,2),X=e(K,2),Ce=e(X,2);t(Y),t(k);var y=e(k,4),Z=a(y),ee=e(a(Z),6);s(()=>oa(ee,{n:4,children:Xe(o,(h,me)=>{var g=ra(),p=ue(g),L=e(a(p));s(()=>d(L,{id:"person"}),"component",o,132,30,{componentTag:"Glyph"}),c(4),t(p);var v=e(p,2),Q=e(a(v));s(()=>d(Q,{id:"chat"}),"component",o,137,30,{componentTag:"Glyph"}),c(4),t(v);var m=e(v,2),E=e(a(m));s(()=>d(E,{id:"meet"}),"component",o,142,30,{componentTag:"Glyph"}),c(4),t(m);var w=e(m,2),I=e(a(w));s(()=>d(I,{id:"headset"}

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