Met Unity beschikt brightONE over een volwaardige omnichannel contact center solution, gebaseerd op technologie van Microsoft (Dynamics CRM). Vanuit een geïntegreerde desktop omgeving werken uw Front Office Medewerkers aan uw klantgerichte doelstellingen. Alle relevante kanalen zijn via de interface aanroepbaar, ondersteund door een krachtige CRM oplossing.

1. Unity®
Unity
Use the power of Microsoft Dynamics CRM:
deliver the best customer experience!
E-mail Phone Mobile Social Chat Website Shop
Your customer travels through multiple channels. A customer journey for which
we provide a unified approach. The result? An excellent customer experience using:
www.brightone.nl
Case
Management
360-degree
Customer View
Service
Levels
Marketing
Campaigns
Task
Management
Knowledge
Management
All in ONE powerful, field-proven solution:
Unity
Letter
At brightONE we have strategically chosen Microsoft Dynamics CRM as the foundation of Unity, our all-in-one front
office application. The innovative roadmap of this Microsoft based solution guarantees you all the technical possibilities
to deliver excellent customer experiences through multiple channels and all the stages of the customer lifecycle.
Combined with our (Microsoft certified) expertise in the field of both IT and business optimization we are the preferred
business partner of organizations that are looking for a future-proof customer interaction platform.
Our mission? To support your customers in experiencing a seamless customer journey with your organisation. A
journey that is cross-channel, consistent and contextual. The result? More effective customer operations, resulting in
higher Net Promoter Scores, less customer effort and thus better business results!

2. Unity®
Telephony handling
We connect your telephone devices to Unity,
letting your employee control the telephone and
all inbound and outbound phone calls. With only
one click an outbound call is initiated and
telephone actions can be initiated per call. All
telephone records and details are captured and
can be used for future reference.
Unity can link social media channels to the
customer so you can also hear the customer’s
social voice. Be proactive and engage the
customer by assisting them on these channels.
www.brightone.nl
Contact
Basicweg 24
3821 BR Amersfoort
www.brightone.nl
Harry van Someren,
Manager Customer Interaction Solutions
T +31 (0)65 257 0789
harry.vansomeren@brightone.nl
Social media
Leonard Ariëns,
Sr. Commercial Executive
T +31 (0)65 339 9925
leonard.ariens@brightone.nl
Customer / Lead management
Unity empowers your front-end professionals. It
enables them to manage customer interaction and
store all their personal, business, contact and
product data. Unity automatically ties the right
activities to the right customer, saving unnecessary
linking and time. The application also supports the
process of turning contacts into prospects, thus
supporting the sales funnel.
Service Levels
Time is money, both to the customer and you.
Manage customers’ expectations by embedding
Service Level Agreements in your operation. Your
SLA’s are visible in every step of the process and
can be applied to any activity or case. They even
can be situation-based, resulting in prioritized SLA’s.
Case management
Customers expect to be recognized and receive
support based on their personal history with your
organization. Case management offers the
possibility to support your front office with easy
insights into earlier and relevant interactions. A
detailed history of customer requests is available.
E-mail management
E-mails are displayed in distinct queues, connected
to specific customers. E-mails and their cases can
be quickly previewed in one view. From the queue
they can be easily assigned or handled.
Task management
Task management ensures your team gets
things done, both efficiently and effectively.
Tasks can be easily created and assigned from
anywhere in Unity. All assigned tasks can be
found directly in the appropriate queue.
Knowledge management
Empower your employee by using a powerful
knowledge base. Relevant content is always
available and easily used while interacting with
customers. Relevant answers can also be inserted
into E-mail, providing accurate information to the
customer for now and later.
Marketing Campaigns
We understand the power of targeting your
customers with the right propositions at the right
time. Therefore we offer a smart solution to
integrate campaign management into your
customer contact operation. You are able to
plan, launch and track activities making your
marketing efforts measurable. Campaigns can
be scheduled giving you the opportunity to
launch campaigns flexibly and at the most
appropriate time.
Platform
We offer all our features and possibilities in
ONE powerful platform with an intuitive
interface. Unity delivers one platform for both
accessing and controlling your business
logistics and customer data.
360-degree Customer View
Know your customers’ details and needs with a
complete, real-time and accurate view of the
customer while interacting with them. Unity provides
your front office professionals with relevant,
contextual customer intelligence. Not only personal
and contact details are available, but also
suggestions for marketing related events are
presented to help you understand the needs of your
customer. Up-to-date contact moments are available
in the activity history showing all types of activities,
their SLA and their related case in one view.
Mobile
Access to the real-time status of productivity
everywhere and 24/ 7? The mobile Unity app
offers a peek into your business performance.