Queues
Queues and skills per client.
Each client gets its own queues, skills, and service level target, managed from the screen supervisors already use.
Queues← All industries
Solutions · BPO and outsourced contact centers
Run every client’s contact center from one login.
Every client wants their own queue, script, and numbers. Unbound runs them side by side, puts bots on the routine volume, and scores conversations against each client’s playbook while they happen, instead of pulling a sample.
100+ countries · Cloud, hybrid, or onsite · 1 to 1,000 seats
A day on Unbound
A new client goes live, and nobody samples calls by hand.
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The client’s own step is set in the designer, right next to what the caller hears. The new client goes live.
The ops lead adds the client’s queues and skills, loads the script as a playbook, and points the numbers at a workflow.
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The bot takes the routine contact and resolves it without an agent. Bots take the routine volume.
Order status and address changes go to bots on the client’s queue. Everything else routes to an agent.
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The conversation so far sits beside the live call, transcribed. The handoff carries the story.
A bot hands a billing dispute to an agent with the transcript. The agent adds an email to the same task.
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Queue depth this hour, with struggling agents named. The week, already scored.
Human and bot conversations carry scores against the client’s playbook. QA spot-checks the low scores.
A bot follows one client’s script on that client’s queue, and its conversations are scored against the same playbook as the agents beside it. How bots work a client queue
Client queues
A queue, a script, and a number set per client.
Stand up a client from one admin console. Share agents across clients by skill, and keep each client’s routing, scripts, and systems apart.
Shared agents
Agents shared by skill.
An agent skilled on three clients takes offers from all three. A call holds the agent, and chats and texts stack to your limits.
RoutingClient systems
Each client’s systems on screen.
Workflows put the client’s CRM, ticketing, or order data on screen at the right step, so agents skip the extra logins.
Connecting client systemsQuality at scale
Coach agents from scored calls, not a handful of samples.
Playbooks track each step of the client’s rubric during the call, for agents and bots alike. QA time goes to the calls that scored low, and the wallboard names who needs help this hour.
Client security
Give each client the proof and the isolation they ask for.
Enterprise clients send a security questionnaire before they send volume. SOC 2 and HIPAA, encrypted in transit and at rest, and every change logged with who made it.
Before
- A client report you pull together by hand every Friday.
- Every client in one shared database, whatever the contract says.
- Agents with logins to records they never work.
On Unbound
- Each client signs in to a portal on your domain, in your colors, to see open and resolved work, knowledge, and shared projects.
- Each account runs on its own database. A client that requires isolation gets its own account, in our cloud or onsite.
- Roles decide which client records an agent sees, and every change lands in one audit trail.
Partner with us
Put your clients on Unbound too.
Sell Unbound to a client as their own phone system and contact center. A handoff between their staff and your agents carries the record, the transcript, and the notes. Register the deal in your partner portal, with conflict checks and approvals.
Questions
What BPO operators ask.
Can bots work a client’s queue alongside our agents?
Yes. The bot gets the client’s queue and its own skills, works calls, chats, texts, and email by the same routing as your agents, and passes a conversation to an agent with the transcript and its notes.
How do we QA bot conversations for a client?
The same way you QA agents. Bot conversations are scored against the client’s playbook and show up on the wallboard and reports next to your agents. A supervisor can listen live and take over.
Can one client’s data stay isolated from the rest?
Yes. Each account has its own database. If a client’s contract requires isolation, that client runs as its own account, in our cloud or onsite, with the same screens and workflows.
How do we connect each client’s CRM or order system?
Through AI Workflows. Your team connects the client’s tools on a visual canvas, and agents and bots use them on live tasks. When a client system needs a custom connection, talk to us about it.
Stand up a test client before you move a real one.
Open a free 30-day account with sample data, build one client’s queue and script, put a bot on it, and read the scores at the end of the week.