Calls, SMS, WhatsApp: route your interactions to the right agents, wherever they are.
Never leave a customer unanswered. Optimize the management of your interactions with our ACD (Automatic Call Distribution) system and intelligently route voice, SMS, WhatsApp, and Messenger directly to your queues.
Our routing engine connects all your touchpoints to your agents, whether they are at the office on their softphone or working remotely on their smartphone (eSIM).
Deliver precision routing with the reliability of a true mobile network, without the dropouts of WebRTC.
Manage your queues and the distribution of your customer interactions.
Omnichannel Queues (Voice & Text)
All your channels in a single queue.
Connect your phone numbers, WhatsApp Business accounts, SMS lines, and Facebook Messenger to a single Agent Queue.
Your ACD system distributes voice calls and text messages to the same agent interface, ensuring incredibly efficient inbound traffic management.
Automatic Call Distribution (ACD)
Smart routing to the right skill.
Configure your ACD according to your teams' expertise (Skill-based routing), in a cascading sequence, or via simultaneous ringing (Ring All).
Manage post-call processing times (Wrap-up time) and set strict overflow rules to reduce your customers' wait times.
Real-Time Supervision & Wallboard
Guide your teams toward excellence.
Monitor your queues' activity through the live Wallboard.
Managers benefit from advanced supervision features: Listen in, Whisper to guide an agent without the customer hearing, or Barge in directly if necessary.
"Real Operator" Architecture (Call Delivery)
The end of dropped calls while working remotely.
Unlike traditional browser-based virtual ACDs (WebRTC), our engine routes queue interactions directly to the mobile GSM network (Un1ty eSIM) or the agent's softphone.
Voice quality is 100% guaranteed, even for your nomadic teams with poor WiFi.
Why trust Un1ty's ACD with your call distribution?
- Unified Queues: Group enterprise telephony, SMS, and WhatsApp into shared queues so you never miss an incoming request again.
- Reduced Abandonment Rate: Improve your SLAs with fair automatic call distribution and smart overflow rules that cut down wait times.
- Supervision & Productivity: Manage your agent queues in real-time and train new employees live using built-in listen-in and whisper tools.
- Total Agent Mobility: Your employees can participate in queues even while on the go, thanks to native call and message reception on their smartphones.
Supercharge your business with telephony integrated into your tools
With Un1ty, your business telephony integrates effortlessly with your existing communication solutions and business tools.
Ready to optimize your interaction routing and reduce customer wait times?
Discover how to configure your ACD and omnichannel queues in 15 minutes.
Our customers testimonials
We work with Un1ty with several of our companies and we are very satisfied with the service provided as well as the support!
Lisa Chang
I’ve been a Un1ty customer for a while now (I even knew Mon Mobile Pro!!). It’s a pleasure working with them — I’ve had no communication issues with the technical team, who always respond quickly and efficiently.
Christophe Guillard
“They never let us down and regularly check in to ensure everything is running smoothly. I highly recommend their services to anyone looking for a reliable, competent, and customer-focused partner.”
Aline Bermudez
Un1ty, the future-focused business communication solution
At Un1ty, technology serves people—not the other way around.
Convert unused mobile data into donations for causes you care about through our 1% for the Planet commitment.
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Frequently asked questions
What is an ACD (Automatic Call Distribution) system?
An Automatic Call Distribution (ACD) system is a technology used in contact centers to automatically route incoming calls to the most appropriate agents based on predefined rules. It analyzes criteria such as agent availability, skills, call priority, and customer history to ensure efficient call distribution. Key features include: Intelligent call routing (skill-based, priority-based, round robin), Queue management, Overflow handling rules, Real-time monitoring, KPI tracking (wait time, abandonment rate, etc.) ACD can also be omnichannel, distributing SMS, WhatsApp, or chat messages. In summary, it is a core component of contact center software that improves routing efficiency and customer experience.
What is an Agent Queue?
A call queue is a system used in contact centers to manage incoming calls when no agents are immediately available. Calls are placed in a queue until an agent becomes free. During this time, callers may hear hold music, messages, or position updates. Queues are closely linked to ACD systems and can be configured based on: Arrival order, Customer priority, Required skills, SLA rules. They may also include callback options, custom messages, or overflow routing. Proper queue management reduces abandonment rates and improves customer satisfaction.
Does the Un1ty ACD handle channels other than voice?
Yes. Our distribution engine is omnichannel. The exact same queue can receive and distribute traditional phone calls, SMS, WhatsApp Business messages, and Facebook Messenger chats.
What is the difference between Un1ty's ACD and standard SaaS solutions?
The major difference is call delivery. 100% cloud-based solutions rely on the agent's WiFi (WebRTC). The Un1ty ACD calculates the routing in the cloud but delivers the call directly over the agent's mobile GSM network (eSIM), ensuring flawless voice quality.
Can queue calls be handled from a mobile phone?
Absolutely. An agent can be logged into their queue from their Un1ty smartphone and receive calls distributed by the ACD wherever they are, without being stuck behind a computer.
What is Skill-based routing?
Skill-based routing directs calls to agents with the most relevant skills (language, expertise, department). It improves response quality and first-call resolution rates.
What are the other ACD distribution strategies?
An ACD system can use several routing strategies: Ring All: all agents ring simultaneously, Round Robin: calls are distributed evenly, Priority routing: based on predefined rules These strategies help adapt call handling to business needs.
How can managers supervise the queues?
Through the Wallboard, supervisors track live SLAs. They can audit a call quietly (Listen in), discreetly feed an answer to an agent (Whisper), or use direct intervention (Barge in) to take over the conversation.
What is post-call processing time (Wrap-up time)?
Wrap-up time is the period given to an agent after a call to complete administrative tasks (notes, CRM updates). During this time, no new calls are assigned to the agent.
What does the ACD do if all agents in a queue are busy?
If all agents are busy, the ACD places calls in a queue or applies overflow rules such as: Routing to another team, Voicemail, Automatic callback This ensures service continuity
Can an agent be assigned to multiple queues simultaneously?
Yes. An agent can belong to multiple Agent Queues (e.g., Technical Support and Billing). The ACD manages priorities to distribute the most urgent interaction to them.
Which KPIs should be tracked to optimize queues?
To optimize call queues, key KPIs include: Average wait time (AWT), Abandonment rate, Average handling time (AHT), Service level (SLA), Call volume These metrics help improve performance and customer experience.
Does the history of calls distributed by the ACD sync to my CRM?
Yes. Our CRM integration (Salesforce, HubSpot, Pipedrive) automatically logs every incoming call, SMS, or WhatsApp chat in the customer's contact record, along with its duration and status.
Is the ACD feature included in the basic plans?
Queue management and the ACD distribution engine are included in our plans, allowing any company to optimize its interactions without paying for heavy additional licenses.
