Reimagine Customer Support
The
Way
UNFYD.CX, is your command center for delivering seamless service experiences, no matter the channel - voice, digital, or field. Whether your customers are chatting from a mobile app, emailing about a product, or calling from the road, UNFYD.CX, unifies every interaction into one intelligent, cohesive view. The result? Your agents get context. Your customers get care. And your business gets results.
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Integrated Service Console
Unify the agent experience.
Empower your service team with a single, streamlined console that brings together everything they need - customer profiles, case histories, interaction journeys, dashboards, and context - all in one window. This responsive, intuitive layout ensures agents don’t waste time switching tabs or chasing information, enabling them to focus on what matters most: solving customer problems efficiently.
Key Results
Maximise agent productivity with one-window access to all service tools
Deliver consistent, exceptional customer service across all channels
Anticipate customer needs with full visibility into their journey
Simplify the agent experience and reduce resolution time
Case Management
Resolve support cases faster – from anywhere.
With intelligent case routing and context mapping, UNFYD.CX, ensures that each case is automatically assigned to the most qualified agent. Cases come enriched with complete interaction histories, customer activity logs, and omnichannel data, so agents can respond with speed and accuracy.
Key Results
Smart assignment of cases to the right agent using skill and workload data
Streamlined processes that drive consistency and faster resolutions
Visual chronology of customer interactions and case context
Proactive alerts and omni-channel notifications to keep agents informed
Service Cloud Voice
Reimagine voice support inside the cloud.
UNFYD.CX, Cloud Voice integrates seamlessly with major telephony platforms like Amazon Connect, Genesys Cloud, and Avaya. Agents get real-time transcription, AI-powered suggestions, and voice analytics - all from within the same console.
Key Results
Empower agents with voice insights, reducing talk-time and resolution time
Offer supervisors enhanced visibility into call quality and agent performance
Close cases faster with real-time access to knowledge articles and customer data
Seamlessly integrate telephony with your CRM and reduce training overhead
Knowledge Base
Empower agents and customers with instant access to the right information.
An embedded, intelligent knowledge portal ensures agents can find and share relevant articles instantly. Customers can also self-serve across channels with consistent, up-to-date content.
Key Results
Increase first-call resolution with embedded KB articles for agents
Enable self-service across portals, bots, and websites
Ensure article accuracy with access control and content workflows
Deliver a consistent knowledge experience across platforms
Telephony Integration
Smarter calling, happier customers.
With click-to-call, softphone controls, and auto-logged call data, UNFYD.CX, ensures that telephony is tightly integrated into every interaction - allowing agents to focus on service, not setup.
Key Results
Reduce average handle time (AHT)with instant access to customer profiles
Gain visibility into AHT, SLA adherence, and performance trends
Enhance agent efficiency through one-touch call actions
Omni-Channel Routing
Intelligent routing in real time.
UNFYD.CX, uses advanced algorithms to route customer queries based on agent skills, availability, and capacity. This ensures that every interaction is handled by the right person, at the right time.
Key Results
Minimise wait times by routing work to the best-fit agent
Gain visibility into AHT, SLA adherence, and performance trends
Prioritise routing based on business urgency
Prioritise routing based on business urgency
Service Process Automation
Automate the routine, focus on the exceptional.
By automating workflows, approvals, and follow-ups, agents are free to spend more time resolving issues and building relationships.
Key Results
Save time by eliminating manual and repetitive service tasks
Automate approvals and keep processes moving efficiently
Trigger workflow notifications and task assignments
Improve consistency and reduce human error
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Meet the Trio That
Powers Your Growth
Marketing Hub
Built for modern marketers, this is where campaigns come alive. Whether you're nurturing leads, segmenting like a pro, or triggering hyper-personalised journeys, the Marketing Hub is your creative cockpit. Plan, execute, and optimise - all in one intelligent space.
Make every impression count with UNFYD.MX
Sales Hub
This is where action meets accuracy. Prioritise selling while UNFYD.AI handles the heavy lifting - from rewriting emails to identifying hot leads. With smart forecasting, intelligent nudges, and streamlined pipelines, the Sales Hub helps you close faster, and scale smarter.
Time to turn conversations into conversions with UNFYD.SX
Service Hub
Because every interaction matters. The Service Hub lets you deliver wow-worthy support across every channel. With contextual insights, automated workflows, and AI-assisted resolution, delighting customers becomes your default. Retain more. Resolve faster.
Build customer loyalty that lasts, with UNFYD.CX
