Unity Contact Center review
A BroadSoft-focused contact center with individual agent leaderboards, not full team gamification.
Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
Unity Contact Center is an omnichannel customer communications platform from Kakapo Systems Limited for BroadSoft-based contact centers. It is positioned for service providers and small to medium businesses that need one agent interface across voice, email, web chat, SMS, callback and Twitter queues. The product combines agent and supervisor applications with intelligent agent availability, ACD handling, configurable inbound routing, CRM contact pop-ups, and contact-center reporting.
Its strongest fit is the BroadSoft ecosystem. The platform supports BroadSoft and integrates with Agile CRM, Salesforce, Microsoft Dynamics, Zendesk, Zoho CRM and Sugar CRM. These connections can bring customer context into contact-center workflows, while real-time dashboard statistics provide operational visibility. The dashboard can also display agent leaderboards, giving supervisors an individual performance view alongside queue and agent management tools.
For customer service gamification, Unity Contact Center is focused rather than broad. Its published category capabilities center on individual leaderboards; team leaderboards, rewards catalogs and challenge scheduling are not part of the listed mechanics. That makes it a reasonable choice for a small center that wants basic leaderboard visibility within an omnichannel contact-center overlay, especially when BroadSoft is already central to the service environment. Centers seeking structured team competition, rewards or scheduled challenges should choose a product with a wider gamification system. Pricing is handled through contact sales, and the product includes a 14-day free trial.
Unity Contact Center pros and cons
- Where it wins
- Blends voice, email, chat, SMS, callbacks and Twitter queues
- Includes routing, supervisor management, reporting and live dashboards
- Connects with Salesforce, Zendesk, Zoho CRM and other CRMs
- Where it doesn't
- Gamification is limited to individual agent leaderboards
- No team leaderboards, rewards catalog or challenge scheduling
- Pricing uses contact sales rather than published plan prices
Unity Contact Center fact sheet, pricing and score →
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