Available Contact Center Features
Omni-Channel Interaction
Queuing and routing for all incoming communication channels including phone, video, email, chat and more. Seamlessly blended into a single
queuing and routing intelligence, all channels follow the same flow and routing rules. All channels are tracked and managed inside a
single database, enabling robust reporting of all customer interactions.
Recording & Quality Monitoring
Selectively record and monitor calls based on factors such as agent profile, group and skills. Full multimedia recording, including screen
recording, enables users to store and access all caller/agent interactions in all channels and all media, meeting legal compliance or
other requirements. All recorded customer contacts are stored in a database and can be reviewed via the web.
Skills-based Routing
Don’t just route customers to the next available agent in a group, automatically connect them to the right individual agent with the skills
to address their need. A key advancement in automatic call distributor (ACD) systems, skills-based routing automatically sends customers to
a suitably trained agent, reducing wait times and improving customer satisfaction.
Agent Interface
Contact center agents are provided with a customizable, unified interface for managing all customer interactions. The web-based agent
client can be easily integrated with CRM or other critical business applications. Using dynamic code injection, you can add your own
business logic and processes to the agent user interface. The agent client also includes a built-in soft phone, or agents have the option
of using VoIP or traditional phones.
Automatic Call Distributor (ACD)
Route incoming calls to specific agent groups based on customer selections, region, time of day or a criteria you create. The ACD system
allows you to handle large volumes of incoming calls without long wait times, automatically routing incoming contacts to open agents,
removing a barrier to better customer service.
Voice Self Service
With Interactive Voice Response (IVR), your customers have the option to obtain information or perform a task without the assistance of an
agent. However, if they choose to talk to an agent directly, they can do so at any time. Create fully customizable IVR scripts to empower
your customers to automatically find what they’re looking for.
Supervisor Interface
In addition to the full agent interface, supervisors have a real-time view of all contact center activities and access to historical
reports. Supervisors can monitor agents in silent mode on all communication channels and can whisper or barge-in on a telephone and a web
call.
Outbound Dialing
A state-of-the-art outbound dialer with campaign management tools and call blending capabilities. Dialing modes include preview,
progressive, predictive, and IVR. Dynamically control pacing, enabling compliance with abandoned call regulations without sacrificing
agent productivity.
Reporting
Real-time contact center reporting of all activities are available via the widget-based dashboard. Use standard reports pre-configured out
of the box or customize your own. The platform stores data on all contact and agent-related events. Supervisors and call center
administrators can easily create, view and share reports from anywhere using a browser. Secure role-based permissions ensure users see
only data they are authorized to see. An optional Analyst module can be used to build instant ad hoc reports or to create new standard
report layouts complete with Online Analytical Processing (OLAP) operations including filters, drill downs, roll-up, and pivots.
Integration Capabilities
UNIVERGE BLUE Contact Center supports a wide range of integrations with other applications such as CRM and ERP systems. Integration with
the Outbound Web-Access is ideal for customers using Microsoft Exchange. Other agent desktop integrations, including social media, SMS, and
Web Chat, can be achieved quickly and inexpensively to address the particular needs of your business.
As new features are developed, they can be easily added to your service via the cloud with no downtime and no interruption to your
operations.
