Contact Center Solution

Features

TALK

• Voice; Including Inbound, Outbound & Blended calls, with Automatic Call Distribution we make sure every call is routed to a qualified agent.
• PBX; Use our complete IP corporate PBX or simply integrate your own. Centralize all the communications.
• Recordings;
• IVR;
• Voice broadcast;
• Dialers;

OMNI

• SMS;
• Web Chat; Engage with customers on your website through live assistant chat and collaborate with your customer using both audio and video calls.
• Web Call Back;
• E-mail;
• Social media; Expand your reach by quickly responding to issues throughout customers preferred channels.
• Whatsapp;

TOOLS

• RT Dashboards; Set the most crucial KPI’s and monitor them in real time with our various dashboards for active management.
• Quality; Give meaningful feedback to agents and supervisors on their performance using just one solution.
• Gamification; Gamification has proven to be the best way to motivate your agents, increase productivity and reduce staff turnover.
• Alerts; Monitor the operation at a high level with proactive and automatic alerts. 
• Monitoring; With our monitoring options, give your QA, training and control a boost!
• Analytics;

Develop

• Reports Designer;

Design reports in a graphical and intuitive format with a simple tool. uContact comes ready with a complete set of more than 200 reports and the possibility of creating new, personalized reports. The reports can be made by information generated in the system or from external data sources

• Form Designer;

Simple creation of customized screens and data capture flows from a scratch. Re-use our predefined business verticals such as CRM Lite, Sales, Collection or Customer Service, or create your management system from scratch.

• Workflow Designer;

Friendly Drag & Drop style format, which allows choosing the functionalities you wish to incorporate with no need for expert technical knowledge.

• Integration & APIs

We think it is also really important to be able to integrate with any other platform the business may require. We’ve created a platform easy to integrate in order to have all you need in a single screen, with no need of Alt-tabbing.

To achieve this, we have different ways of integration. We have an API Rest to integrate with any application or by incorporating it within an iFrame in the agent’s interface.